Manager, Member Services

Who We Are

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. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. Weve had a long-standing commitment to inclusion and equal healthcare access and outcomes regardless of background; its at the core of who we are. We value the rich mix of backgrounds perspectives and experiences of all of our colleagues which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve live and work.

We enjoy the important work we do every day in service to our members partners colleagues and communities. Learn more about who we are at Point32Health.

Job Summary

Job Description

Key Responsibilities/Duties what you will be doing

• 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. Works with Supervisors to engage and motivate staff. Effectively manages critical dependencies that influence the daily success of the call center.
• 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. Assures operating budget targets are achieved.
• 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.

• Other duties and projects assigned.

Qualifications what you need to perform the job

Certification and Licensure

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.
• Preferred:

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 (include special requirements e.g. lifting travel):

• 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.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range

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 andbenefits remains in the Companys sole discretion and maybe modified at the Companys sole discretion consistent with the law.

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

• Medical dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development individual & family health and financial health

For more details on our total rewards programs visit 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