Leader, Care Center Staff Medicaid
The position is responsible for managing the daily operations and performance of an enterprise Customer Care department. This individual is responsible for achieving key departmental performance metrics and ensuring that Customer Care representatives consistently deliver a quality customer service experience. Manages a team of customer service representatives responsible for investigating and resolving a variety of customer (member / physician) service issues and inquires related to benefits, claims, eligibility, referrals, appeals, etc. Monitors and manages operational performance around timeliness, quality and accuracy to ensure that MVP provides a superior customer service experience. Adapts to circumstances which challenge daily routines while ensuring a superior service experience. Motivates staff to meet or exceed personal and team goals. Possesses a passion and vision for continuous process improvement, challenging the status quo and embracing change that leads to an ever improving service experience. Plays an active role in the implementation and ongoing improvement of the Customer Care Center’s quality programs. Provides input to and feedback on programs with the goal of continually improving the quality of customer service. Works closely with the Workforce Management team to ensure that customer service team is properly staffed to optimize call response and real-time staffing adjustments are made in response to unexpectedly high call volumes. Ensures that issue resolution turnaround goals are achieved. Serves as an escalation point for any persistent or long-standing service issues. Develops relationships and works jointly with peers across the organization to resolve and proactively prevent customer service issues. Identifies opportunities to improve CCC training or add training content with the goal of upskilling Customer Care representatives and continuously improving the customer service experience. Assists in developing and ensures adherence to departmental policies and procedures. Serves on committees / workgroups and actively participates in corporate and departmental initiatives. Staff development including training, performance management, coaching and corrective action as needed. Recruiting, screening and hiring of Customer Care staff. Performs other duties as assigned by the Leader, Customer Care Center.
Bachelor’s degree in Business Administration or similar degree
Minimum of 5 -7 years management/leadership experience in health insurance administration, at least two of those years in a high volume call center environment.
- Demonstrated experience including 3 or more years in healthcare working in areas such as billing, enrollment, payment issues, claim submission issues, etc.
- Strong leadership and management skills that include the ability to manage departmental implementation of projects, policies, procedures and/or SBU initiatives..
- Excellent problem solving, analytical, and time management skills.
- Ability to set goals and standards and manage performance.
· Strong computer, interpersonal and communication skills required.
MVP Health Care is an Affirmative Action/Equal Opportunity Employer (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at email@example.com.
- Job Family Customer Service
- Pay Type Salary
- Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America