Overview

To assist in the day-to-day operations and management of the Member Services Department. Provides leadership and support and direction to Member Services staff.

Responsibilities

• Provides leadership, direction, and support to Member Service staff in a positive and professional manner.
• Resolves member issues that are escalated to the Supervisor level.
• Facilitates meetings as needed.
• Provides back-up on phones as necessary.
• Monitors call statistics and phone coverage throughout the day to ensure their ultimate performance.
• Other duties as assigned.

Qualifications

Education and Experience

High School diploma or equivalent; minimum three (3) years’ experience in a managed care or member services environment preferred. Prior management experience or education preferred.

Special Skills, Licenses and Certifications

Thorough working knowledge of managed care and member services policies and procedures. Working knowledge of business software applications. Bi-lingual preferred. Valid California driver’s license and proof of current automobile insurance compliant with PHC policy are required to operate a vehicle and travel for company business.

Performance Based Competencies

Good oral and written communication skills. Excellent customer service skills with ability to access and resolve customer complaints, problems and issues in an efficient and effective manner. Excellent organization skills with ability to prioritize issues, use good judgment and to handle sensitive issues with tact and diplomacy.

Work Environment And Physical Demands

Ability to use microcomputer keyboard. More than 80% of work time is spent talking on the telephone and using a video display terminal. When required, ability to move, carry or lift objects of varying sizes weighing up to 10 lbs.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE

$79,273.96 - 103,055.85

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.