Manager, Customer Service

The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

We are hiring a Customer Service Manager to join our team

Must reside in California

What You Will Be Doing:

Under general supervisor, the Customer Service Manager is responsible for developing and implementing department business plans, and overseeing resources and department operations in a manner that ensures high quality customer service, consistent with HPSJ and department objectives, and regulatory and other requirements. Work is varied and moderately complex and requires a moderate degree of discretion and independent judgment.

Our Vision:

Continuously improve the health of our community.

Our Mission:

We provide healthcare value and advance wellness through community partnerships.

Essential Functions:

• Develops department objectives; oversees the implementation of associated action plans; monitors progress and implements appropriate interventions.
• Oversees the planning and assignment of work ensuring that timely and effective adjustments are made.
• Monitors and analyzes customer service performance with a focus on continuous improvement; identifies trends and opportunities for improvements; take appropriate actions based on findings.
• Identifies, develops and maintains department policies; ensures implementation of appropriate procedures and guidelines.
• Identifies the need for and develops and maintains or oversees the development and maintenance of effective quality assurance and training programs.
• Identifies the need for and oversees department implementation of department-related system enhancements.
• Resolves or facilitates resolution of the most complex and/or sensitive customer service issues.
• Compiles, develops and submits or oversees the compilation, development and submission of internal and external reports to ensure accuracy and timeliness.
• Prepares for and oversees regulatory audits; develops and implements corrective action plans.
• Promotes and maintains an environment that supports HPSJ’s strategy, vision, mission and values.
• Hires, supervises and retains, and ensure that line staff hire supervise and retain a competent staff.

What You Bring:

Knowledge, Skills, Abilities and Competencies

Required

· Strong knowledge of contact center management best practices, with the ability to effectively implement and maintain them.

· Strong knowledge of: procedure coding and medical terminology, and their application in benefits; general medical policy benefits and exclusions; industry standard payment practices.

· Strong knowledge of health care transaction systems as they related to customer service and contact center management.

· Strong knowledge of quality/audit processes, and the ability to effectively implement and maintain them.

· Financial acumen: Interprets and applies understanding of key financial indicators to make better business decisions.

· Strong analytical skills with the ability to interpret call center phone reports, membership and enrollment data.

· Manages complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

· Decision quality: Makes good and timely decisions that keep the organization moving forward.

· Strategic mindset: Sees ahead to future possibilities and translates them into breakthrough strategies.

· Ability to develop, execute and monitor relevant business plans.

· Strong knowledge of call center metrics models.

· Resourcefulness: Secures and deploys resources effectively and efficiently; organizes people and resources to solve problems and identify opportunities.

· Plans and aligns: Plans and prioritizes work for self and others to meet commitments aligned with organization goals.

· Ensures accountability: Holds self and others accountable to meet commitments.

· Drives results: Consistently achieves results, even under tough circumstances.

· Very strong interpersonal skills with the ability to establish and maintain effective working relationships with diverse individuals inside and outside of HPSJ.

· Strong oral and written communications skills with the ability to communicate persuasively to diverse individuals inside and outside of HPSJ.

· Persuades: Uses compelling arguments to gain the support and commitment of others.

· Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.

· Situational adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.

· Being Resilient: Rebounds from setbacks and adversity when facing difficult situations.

· Strong knowledge of and skills in change management theory and practice.

Intermediate project management skills with the ability to complete project documents, select and organize project teams, exercise authority.

· Strong conflict resolution skills, with the ability to use tact and diplomacy to diffuse emotional situations.

· Ability to develop and deliver relevant and effective training and supporting materials.

· Demonstrated ability to articulate and support HPSJ’s vision, mission, values and strategy, integrate into management practices, and foster their manifestation among staff.

· Ability to lead staff in a manner that maximizes employee performance and business results, which includes very strong coaching/counseling skills and ability to function as a mentor.

· Intermediate skills in Word and Excel, including the ability to create formulas and pivot tables.

· Basic mathematics skills.

· Ability to speak and be understood in English.

· Ability to handle confidential information with appropriate discretion.

What You Have:

Education and Experience

Required

· Associates Degree; and

· At least six years progressively responsible positions in a healthcare customer service or call center; and

· At least two years supervisory experience; or

· Equivalent combination of education and experience.

Preferred

· Bachelor’s Degree.

· Medi-Cal or other state sponsored programs experience.

Licenses, Certifications

Required

· Valid California driver license and reliable transportation or, the ability to obtain transportation on demand in the counties served by HPSJ if prohibited from getting a driver license due to a medically documented disability.

What You Will Get:

HPSJ Perks:

• Competitive salary
• Robust and affordable health/dental/vision with choices in providers
• Generous paid time off (starting at 3 weeks of PTO, 4 paid floating holidays including employee’s birthday, and 9 paid holidays)
• CalPERS retirement pension program, automatic employer-paid retirements contributions, in addition to voluntary defined contribution plan
• Two flexible spending accounts (FSAs)
• Employer-Paid Term Life and AD&D Insurance
• Employer-Paid Disability Insurance
• Employer-Paid Life Assistance Program
• Health Advocacy
• Supplemental medical, legal, identity theft protection
• Access to exclusive discount mall
• Education and training reimbursement in addition to employer-paid elective learning courses.
• A chance to work for an organization that is mission-driven – our members and community are at the core of everything we do.
• A shorter commute ­– if you’re commuting from the Central Valley to the Bay Area.
• Visibility and variety – you have a chance to work with people at all levels of the organization, and work on diverse projects.

We are an equal opportunity employer and diversity is one of our core values. We believe that differences including race, ethnicity, gender, sexual orientation, and other characteristics, will help us create a strong organization that is sensitive to the needs of those we serve. Employment decisions are made on the basis of qualifications and merit.

HPSJ provides equal employment opportunities to employees and applicants for employment and prohibits discrimination based on color, race, gender (including gender identity and gender expression), religion (including religious dress and grooming practices), marital status, registered domestic partner status, age, national origin (including language use) or ancestry, physical or mental disability, medical condition (including cancer and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military or veteran status, political affiliation or any other characteristic made unlawful by applicable Federal, State or local laws. It also prohibits unlawful discrimination based on the perception that anyone has these characteristics or is associated with anyone who has or is perceived to have these characteristics.

Important Notice: This job description is not a contract between HPSJ and the employee performing the job. The duties listed in the job description may be changed at the discretion of HPSJ, and HPSJ may request the employee to perform duties that are not listed on the job description.