Customer Service Operations Manager
2 weeks ago
San Francisco Health Plan (SFHP) is seeking a dedicated Customer Service Operations Manager. This role, reporting to the Senior Manager of Member Services, is pivotal in overseeing the Customer Service Department's daily functions and team management in alignment with industry standards and SFHP protocols.
Key Responsibilities:
- Lead a team of Customer Service professionals, ensuring exceptional service delivery while safeguarding member rights and adhering to SFHP policies.
- Enhance team performance by optimizing efficiency and productivity, particularly in call handling.
- Collaborate with the Workforce Manager to monitor call traffic and respond proactively to fluctuations in call volume.
- Conduct regular quality assurance assessments of phone interactions and provide constructive feedback to team members.
- Analyze call data to identify trends and develop action plans for continuous improvement.
- Foster a culture of growth through training, coaching, and performance management, addressing any personnel issues as they arise.
- Ensure departmental metrics and organizational goals are consistently met.
- Participate in the recruitment process for Customer Service roles and maintain updated job descriptions.
- Oversee the handling of grievances and billing inquiries, ensuring compliance with regulatory standards.
- Maintain confidentiality of member information in accordance with HIPAA regulations.
- Review and update departmental policies and procedures, streamlining processes as necessary.
- Represent the Customer Service Department in various internal and external engagements.
- Engage in cross-departmental projects, providing timely updates and resolving issues collaboratively.
- Contribute to strategic planning and operational enhancements to elevate customer service standards.
- Identify opportunities for system improvements based on customer service trends.
- Set SMART goals for team members to guide performance evaluations.
- Manage the budget and expenses for the Customer Service Department.
- Support the department during audits and ensure corrective actions are implemented effectively.
- Provide regular updates to the Senior Manager of Member Services.
- Promote SFHP's mission and values by fostering an inclusive and appreciative work environment.
Qualifications:
- BA/BS degree or equivalent experience.
- A minimum of four years in a supervisory role within a call center environment.
- Extensive experience in managed healthcare.
- Proven management skills, including budgeting and team development.
- Experience in grievance handling and policy creation.
- Strong customer service and project management abilities.
- Expertise in planning and problem-solving.
- Comprehensive knowledge of SFHP health programs and Medi-Cal managed care.
- Familiarity with ACD systems.
- Excellent communication skills.
- Proficiency in QNXT is preferred.
What We Offer:
- A competitive compensation package with comprehensive health benefits.
- Opportunities for professional development and tuition reimbursement.
- A vibrant work atmosphere with a talented team dedicated to improving healthcare.
- The chance to make a significant impact on the lives of residents in the community.
About SFHP:
Established in 1997, San Francisco Health Plan (SFHP) is a managed care health plan committed to providing affordable healthcare coverage to underserved populations in San Francisco County. SFHP serves a diverse membership, ensuring access to a wide range of medical services.
SFHP is an equal opportunity employer, dedicated to fostering a respectful and inclusive work environment.
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