Manager, Customer Service and Member Relations

3 days ago

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The Princess Margaret Hospital

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Description

•The Manager of Customer Service and Member Relations is responsible for overseeing the performance of the Customer Service group. •This includes ensuring prompt, professional, and timely responses from the Customer Service Call Center team, the Member Relations team, and the Customer Service Quality and Training teams. •The Manager will work closely with the Director of Customer Service to ensure that all performance targets are met or exceeded. •The Manager will consistently monitor key goals, focusing on member retention, call center wait times, abandonment rates, and call volume. •Additionally, the Manager will ensure appropriate staffing levels are maintained and effectively managed.

Requirements

•High School graduate required. •Minimum of three to five (3-5) years management experience in an in-bound and outbound call center environment, preferably with strong Member Retention experience. •At least three to five (3-5) years’ experience in Member/Customer Services preferably in a Managed Care environment (i.e., IPA, MSO, HMO). •Bachelors Degree from a four-year college preferred. •5+ years of Manager experience in the healthcare industry is strongly preferred. •Knowledge and experience in medical claims processing, referrals and authorizations, CPT, HCPCs and ICD-10 codes preferred. •Industry knowledge of Medi-Cal, Medicare, and Medicaid programs.