Manager Customer Service Dual Eligible Programs
Manager Customer Service Dual Eligible Programs
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a notforprofit we support patient care research teaching and community service striving to provide exceptional care. We believe that highperforming teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
Responsible for overseeing and managing the customer service operations and staff which serve as a point of contact for patients families and other individuals seeking information assistance or support related to hospital services appointments billing and general inquiries.The Manager of the Dual Eligible Programs Customer Service Center is responsible for managing the day to day activities of the Duals Call Center. The Manager is responsible for ensuring compliance with all applicable performance standards and regulatory contractual and corporate policies and procedures. The Manager must ensure maximum effectiveness of call center staff with a focus on efficiency and service excellence. The call center staff is expected to be a highly diverse and multigenerational staff working in a dynamic and ever changing environment. This call center will serve the needs of our dual eligible members members that have both Medicare and Medicaid coverage and are eligible and have elected to enroll a dual product with the plan.
The Manager will be expected to utilize industrystandard operational metrics to measure individual and departmental performance. In addition to managing the day to day activities of the Call Center the Manager is an active visible participant on many crossfunctional teams which address strategic and business projects such as cost savings measures infrastructure efficiencies regulatory and contractual requirements and break/fixes.
Qualifications
Education
Bachelors Degree Healthcare Management required or Bachelors Degree Business Administration required or
Can this role accept experience in lieu of a degree
No
Licenses and Credentials
Experience
- At least 57 years of Call Center Experience required
- Experience in a leadership role within a Duals plan
- At least 35 years of management experience required
- At least 35 years of demonstrated effectiveness working with CMS and MassHealth Compliance Programs Healthcare Administration Experience preferred
Knowledge Skills and Abilities
- Familiarity with relevant healthcare regulations including Health Insurance Portability and Accountability Act to ensure compliance and maintain patient confidentiality.
- Familiarity with call center software customer relationship management systems and other relevant tools used in a call center environment.
- Familiarity with the healthcare industry hospital operations and medical terminology is important for effectively understanding and addressing customer inquiries.
- Ability to motivate and inspire staff to provide exceptional customer service while maintaining productivity and efficiency.
- Strong problemsolving skills to handle escalated or challenging customer interactions effectively.
- Dedication to providing exceptional customer service and ensuring a positive experience for patients visitors and other stakeholders.
- Strong knowledge of Dual Operations policies procedures and systems
Additional Job Details (if applicable)
Physical Requirements
- Standing Occasionally 333
- Walking Occasionally 333
- Sitting Constantly 67100
- Lifting Occasionally 333 20lbs 35lbs
- Carrying Occasionally 333 20lbs 35lbs
- Pushing Rarely (Less than 2
- Pulling Rarely (Less than 2
- Climbing Rarely (Less than 2
- Balancing Occasionally 333
- Stooping Occasionally 333
- Kneeling Rarely (Less than 2
- Crouching Rarely (Less than 2
- Crawling Rarely (Less than 2
- Reaching Occasionally 333
- Gross Manipulation (Handling) Constantly 67100
- Fine Manipulation (Fingering) Frequently 3466
- Feeling Constantly 67100
- Foot Use Rarely (Less than 2
- Vision Far Constantly 67100
- Vision Near Constantly 67100
- Talking Constantly 67100
- Hearing Constantly 67100
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half PeopleFocused half PerformanceFocused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
Manager
Employment Type
Full-Time
