Member Services Director
1 week ago
We are seeking a highly skilled and experienced Member Services Supervisor to join our team at Partnership HealthPlan of California. The successful candidate will be responsible for providing leadership and support to our Member Services staff, ensuring the delivery of exceptional customer service and the effective management of day-to-day operations.
Key Responsibilities- Leadership and Support: Provide guidance, direction, and support to Member Services staff to ensure the delivery of high-quality customer service and the achievement of departmental goals.
- Issue Resolution: Resolve member issues that are escalated to the Supervisor level, utilizing strong problem-solving skills and a customer-centric approach.
- Meeting Facilitation: Facilitate meetings as needed to ensure effective communication and collaboration among team members.
- Phone Support: Provide back-up support on phones as necessary to ensure seamless customer service.
- Performance Monitoring: Monitor call statistics and phone coverage throughout the day to ensure optimal performance and identify areas for improvement.
- Education and Experience: High School diploma or equivalent; minimum three (3) years' experience in a managed care or member services environment preferred. Prior management experience or education preferred.
- Special Skills: Thorough working knowledge of managed care and member services policies and procedures. Working knowledge of business software applications. Bi-lingual preferred. Valid California driver's license and proof of current automobile insurance compliant with PHC policy required for travel.
- Performance-Based Competencies: Good oral and written communication skills. Excellent customer service skills with ability to access and resolve customer complaints, problems, and issues in an efficient and effective manner. Excellent organization skills with ability to prioritize issues, use good judgment, and handle sensitive issues with tact and diplomacy.
- Ability to Use Microcomputer Keyboard: More than 80% of work time is spent talking on the telephone and using a video display terminal. When required, ability to move, carry, or lift objects of varying sizes weighing up to 10 lbs.
- Provide High-Quality Service: Provide the highest possible level of service to clients.
- Promote Teamwork: Promote teamwork and cooperative effort among employees.
- Maintain Safe Practices: Maintain safe practices.
- Abide by Policies: Abide by the HealthPlan's policies and procedures, as they may from time to time be updated.
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