• Job Description

  Req#: 1254652
  
  
  Salary Range: $50.67/ hour- $59.57/ hour
  
  
  
  
  
  
  Job Summary:
  
  
  Performs planning and direction setting. Manages customer service representatives and/or billing or enrollment representatives. Handles personnel issues with a team approach. Ensures that service standards are achieved. Acts as a patient advocate. Jointly responsible for the daily operations in order to develop and maintain a superior call center or membership service center. Lead the business processes. Ensure best practice customer service and/or membership administration while maximizing revenue. Responsible for the implementation of operational and technology best practices to improve compliance capabilities and efficiencies. Establishes and assures adherence to budgets, schedules, work plans and performance requirements in an effort to avoid paying out department performance guarantees of over three million dollars.
  
  
  
  Essential Responsibilities:
  
  
  
  
  • Actively promotes the vision and values of the CSC or MSCC Operations organization -- particularly in the areas of customer service, change management, leadership, performance levels, and results orientation. Ensures efficiency of processes and successful implementation of operational strategies.
  
  
  • Budget responsibility includes participating in the development of the statewide budget, and for the forecasting and managing of payroll and non-payroll monthly and annual. Accountability also includes day-to-day decision making that will have a direct impact on the budget.
  
  
  • Develops, modifies and executes company policies.
  
  
  • Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction. Coaches and develops team managers and operational staff.
  
  
  • Develops and implements department goals, objectives, and performance standards.
  
  
  • Works with Sr. Operations Manager in developing a strategic plan and operational goals for the department.
  
  
  • Oversees and directs the work of the staff to maintain high quality of work with revenue enhancement and customer service focus by monitoring line of business performance.
  
  
  • Implements policy changes that will increase member satisfaction and improve performance.
  
  
  • Participates on work teams internally and externally in an effort to successfully implement strategic operational and department goals. Work teams include working w/ senior leaders.
  
  
  • Ensures that all operational units are functioning effectively with inter-departmental teams to ensure all performance goals are met. Primarily responsible for the vision and the culture of the support and implementation of Labor Management partnership initiatives.
  
  

• About the company

  Providing high-quality, affordable health care services and improving the health of our members and the communities we serve.

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