Manager, Member Services

Manager of the Duals Phone Team

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone.

Manager of the Duals Phone Team within Member Services with supervisors with direct reports reporting to them. The Manager, Member Services oversees the Member Services Service Center and initiatives associated with member satisfaction.

Key Responsibilities / Duties

• Lead, manage, and support the team of advocates responsible for supporting our Duals Membership.
• Facilitates the achievement of service level goals in Member Services and all related production metrics.
• Develops, coaches, and motivates Member Services Supervisors.
• Provides proactive strategic recommendations to improve performance, quality, efficiency, and customer experience.
• Works collaboratively with workforce management to make staffing recommendations and develop long term forecasts.
• Monitors and directs activities to improve satisfaction for both members and providers.
• Accountable for understanding and management of compliance standards.
• Collaborates with the partner departments, reporting and workforce management to ensure optimal accuracy and timeliness of data and reporting.
• Works collaboratively with Operations Quality Assurance to ensure optimal quality results.
• Works collaboratively with A&G, Claims, Care Management and Pharmacy Operations to improve workflows and communications while ensuring compliance standards are met.
• Participates in strategic work and decisions.
• Maintains awareness of all industry standards for operational and technical areas ensures that the company is leveraging the most appropriate technologies and practices.
• Develops collaborative approaches to resolve issues within the company to optimize satisfaction / service for members.

Qualifications

Certification and Licensure : Certification and licensure as required.

Education : Required (minimum) : BS / BA degree or equivalent experience. Preferred : MBA desirable.

Experience : Required (minimum) : 5-7 years of Call Center management experience. Experience in healthcare management. Understanding of current call center technologies.

Skill Requirements : Requires analytical skills to define areas of need and identify appropriate solutions. Exhibits a high degree of motivation, creativity, and initiative. Requires excellent verbal and written communication skills. Must possess leadership skills that support the right behaviors to succeed. Must be able to work productively with Member Service Advocates, Supervisors, fellow managers, and all areas of the company.

Working Conditions and Additional Requirements : Must be able to work under normal office conditions and work from home as required. Work may require simultaneous use of a telephone / headset and PC / keyboard and sitting for extended durations. May be required to work additional hours beyond standard work schedule.

Salary Range : $106,655.79 -$159,983.69

Compensation & Total Rewards Overview : The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization. The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes :

We welcome all. All applicants are welcome and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert : Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org.