ABOUT ADOBE 

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 and committed to positively impacting the lives we touch. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized as one of “America's Fastest-Growing Private Companies” by Inc. 5000 and has earned a "Best Places to Work" award from the Phoenix Business Journal consecutive times.

APH offers customized programs for insurance groups, providers, hospitals, and families, which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. As one of the country's few fully integrated healthcare providers, APH provides top-notch medical services with various service lines. The company is expanding and looking for individuals who want to make a difference and help those in need. 

POSITION PURPOSE

In the Member Services Manager role, you will be responsible for overseeing the registered dieticians, case management support center operations including scheduling, assessments (health risk assessments or HRAs), tele-well calls, and staff schedules. You will be responsible for all ICM and Quality scheduling. As the Member Services Manager, you will have oversight of the scheduling team ensuring they remain current with referrals, scheduling their goals for quality, and acting as a liaison between the call center team and both the field staff and RN staff. An ideal MSM will be extremely flexible and welcoming to change. The Member Services Manager must be comfortable presenting in front of management and the execs, while demonstrating respect when talking to coworkers. This Member Services Manager requires an uplifting role model and leader to their direct staff. 

The Member Services Manager will have oversight over a team of Customer Support Associates, while partnering with our other Member Services Manager, and reporting to our Director of Quality. In this role, you will be required to travel throughout AZ, NV, and NM as needed to support our satellite locations. 

This position offers a hybrid schedule, reporting to the Phoenix office (conveniently located off the 51, Glendale Ave. and 16^th St.) three days per work with the option of working remotely two, with typical business hours, Monday-Friday, 8a-5p. 

RESPONSIBILITIES & DUTIES

• Implements and manages work plans for the Case Management and Quality support programs, including working with leadership on approaches to structure and effective initiatives.
• Handle high-priority escalations and participate in patient calls ensuring our patients have received the proper support.
• Create comprehensive reports on team performance and efficiency, providing feedback to your team to drive success.
• Monitor call metrics and performance indicators to identify areas for improvement and implement strategies to optimize efficiency and effectiveness.
• Provide management of non-clinical staff ensuring productivity, accomplished tasks, and meeting goals required by contracts.
• Responsible for facilitating development and monitoring efficiency of workflows in an office setting.
• Monitoring business processes to ensure effective and efficient operations for programs and contracts. 
• Assist in developing and implementing processes to ensure accuracy of all programs.
• Interface with other leaders within the organization as needed to resolve issues and successfully implement goals and objectives.
• Coordinate clear and consistent communication with other departments on successfully integrating case management support center into other operations.
• Recruit and retain staff in designated areas.
• Developing and evaluating staff performance not limited to time & attendance.
• Able to manage time, priorities, and resources to achieve goals.
• Other duties as assigned. 
• Ensure all services referred to are scheduled in a timely manner.
• Compliance with HIPAA regulations.
• Performs other related duties as assigned by management.

SKILLS & QUALIFICATIONS

• Five (5) years of call center or customer service setting experience.
• Phone or customer service experience required. 
• Management experience preferred. 
• Ability to remain flexible and meet shifting membership needs. 
• Computer skills required: (Microsoft Office Suite and Electronic Medical Records).
• Strong organizational skills with the ability to multitask. 
• Identify and resolve problems in efficient and effective ways. 
• Ability to manage sensitive information in a confidential manner.
• Excellent written and verbal communication skills.
• Diligence and accuracy. 
• Problem-solving and analytical skills.
• Skilled in adjusting to rapidly changing circumstances. 
• Ability to react calmly and effectively in emergency situations.
• Ability to plan and manage operations processes for maximum efficiency and productivity. 

EDUCATION, LICENSES, & CERTIFICATIONS

• High School Diploma or equivalent required. 
• Associate degree preferred.

BENEFITS & TOTAL REWARDS

• Paid Orientation and Training 
• Insurance – Medical, Dental, Vision, and Life
• 401k Plan – 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (8 days)
• Paid Time Off (15 days)
• Paid Volunteer Hours 

CHARACTER & COMPETENCIES

• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.
• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS & WORK ENVIRONMENT 

• Occasionally required to travel throughout the state and between states to satellite locations. 
• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and /or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.

EQUAL EMPLOYMENT OPPORTUNITY

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.