Member Services Manager

4 weeks ago

Phoenix, United States Adobe Care And Wellness LLC Full time

**ABOUT ADOBE**

**Adobe Population Health** (**APH**) is a women-owned health solutions company founded in 2018 and committed to **positively impacting the lives we touch**. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized as one of “**America's Fastest-Growing Private Companies**” by _Inc. 5000_ and has earned a "**Best Places to Work**" award from the _Phoenix Business Journal_ consecutive times.

APH offers customized programs for insurance groups, providers, hospitals, and families, which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. As one of the country's few fully integrated healthcare providers, APH provides top-notch medical services with various service lines. The company is expanding and looking for individuals who want to make a difference and help those in need.

**POSITION PURPOSE**

In the Member Services Manager role, you will be responsible for overseeing the registered dieticians, case management support center operations including scheduling, assessments (health risk assessments or HRAs), tele-well calls, and staff schedules. You will be responsible for all ICM and Quality scheduling. As the Member Services Manager, you will have oversight of the scheduling team ensuring they remain current with referrals, scheduling their goals for quality, and acting as a liaison between the call center team and both the field staff and RN staff. An ideal MSM will be extremely flexible and welcoming to change. The Member Services Manager must be comfortable presenting in front of management and the execs, while demonstrating respect when talking to coworkers. This Member Services Manager requires an uplifting role model and leader to their direct staff.

The Member Services Manager will have oversight over a team of Customer Support Associates, while partnering with our other Member Services Manager, and reporting to our Director of Quality. In this role, you will be required to travel throughout AZ, NV, and NM as needed to support our satellite locations.

This position offers a hybrid schedule, reporting to the Phoenix office (conveniently located off the 51, Glendale Ave. and 16th St.) three days per work with the option of working remotely two, with typical business hours, Monday-Friday, 8a-5p.

**RESPONSIBILITIES & DUTIES**
- Implements and manages work plans for the Case Management and Quality support programs, including working with leadership on approaches to structure and effective initiatives.
- Handle high-priority escalations and participate in patient calls ensuring our patients have received the proper support.
- Create comprehensive reports on team performance and efficiency, providing feedback to your team to drive success.
- Monitor call metrics and performance indicators to identify areas for improvement and implement strategies to optimize efficiency and effectiveness.
- Provide management of non-clinical staff ensuring productivity, accomplished tasks, and meeting goals required by contracts.
- Responsible for facilitating development and monitoring efficiency of workflows in an office setting.
- Monitoring business processes to ensure effective and efficient operations for programs and contracts.
- Assist in developing and implementing processes to ensure accuracy of all programs.
- Interface with other leaders within the organization as needed to resolve issues and successfully implement goals and objectives.
- Coordinate clear and consistent communication with other departments on successfully integrating case management support center into other operations.
- Recruit and retain staff in designated areas.
- Developing and evaluating staff performance not limited to time & attendance.
- Able to manage time, priorities, and resources to achieve goals.
- Other duties as assigned.
- Ensure all services referred to are scheduled in a timely manner.
- Compliance with HIPAA regulations.
- Performs other related duties as assigned by management.

**SKILLS & QUALIFICATIONS**
- Five (5) years of call center or customer service setting experience.
- Phone or customer service experience required.
- Management experience preferred.
- Ability to remain flexible and meet shifting membership needs.
- Computer skills required: (Microsoft Office Suite and Electronic Medical Records).
- Strong organizational skills with the ability to multitask.
- Identify and resolve problems in efficient and effective ways.
- Ability to manage sensitive information in a confidential manner.
- Excellent written and verbal communication skills.
- Diligence and accuracy.
- Problem-solving and analytical skills.
- Skilled in adjusting to rapidly changing circumstances.
- Ability to react calmly and effectively in emergency situations.
- Ability to plan and manage operations processes for maximum efficiency and productivity.

**EDU

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