Supervisor, Member Outreach

UHS•McAllen, TX

About The Position

Prominence Health is a value-based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. Prominence Health creates value for populations and providers to strengthen integrated partnership, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health started as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. Prominence Health is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience. Learn more at: https://prominence-health.com/ Job Summary: The Member Outreach Supervisor leads a team of 19 outreach representatives, ensuring quality service and effective daily operations. Responsibilities include supervising team activities, providing guidance on policies and procedures, managing workflows, and addressing training needs. The Supervisor is responsible for first level response and provide resolution to escalated issues to ensure high level customer service. The Supervisor sets priorities, offers coaching and feedback, conducts performance reviews, and takes corrective action when necessary. A strong background in customer service, excellent communication skills, and the ability to analyze data to improve outreach efforts are essential for this role. About Universal Health Services: One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs. com

Requirements

Associates degree or equivalent experience
Minimum 2 years of experience in a supervisory role
At least two years’ experience working with health plans insurance products or employer healthcare benefits programs.
At least two years of experience in customer service with proven ability to de-escalate situations and provide resolution to customer issues.
Understanding of health plan departments and functional areas for problem resolution
Experienced in managing performance expectations through collecting, tracking, and analyzing metrics
Proficient in Microsoft Office (Outlook, Excel, PowerPoint) and Smartsheets.
Excellent interpersonal skills, with an ability to interact professionally in escalating situations
Strong coaching and people development skills through call listening, quality feedback etc.
Ability to effectively communicate in English, both verbally and in writing.
Adept organizational, attention to detail, and time management skills
Strong analytical, problem-solving and critical thinking skills
Self-starter, resourceful and able to execute projects in a fluid and fast-paced environment
Ability to interpret and apply established policies and procedures.

Responsibilities

Supervising team activities
Providing guidance on policies and procedures
Managing workflows
Addressing training needs
First level response and provide resolution to escalated issues to ensure high level customer service
Sets priorities
Offers coaching and feedback
Conducts performance reviews
Takes corrective action when necessary

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