Description

Job Summary:
Manager Member Services is responsible for overseeing the daily operations of Member Services department. Manager of Member Services is responsible for managing the Member Service Call center. .

Primary Duties and Responsibilities: 

The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties. 

· Responsible for day-to-day operations of Member Services including:

· Coordinate employee schedules to ensure adequate phone coverage.

· Ensure customer calls, emails, faxes and other correspondence are answered in a timely manner.

· Handle daily team member questions and escalated issues.

· Handle escalated issues from team members when a team member needs additional support or assistance with an escalated issue. Will work with account teams, carriers and third parties to ensure timely resolution.

· Responsible for managing Daily CRM and Outlook activities due, open items and overdue activities to ensure quick resolution of any items by escalating items as needed and coordinating with other departments for resolutions of issues.

· Responsible for maintaining and updating Team documents, processes, and forms in Member Services Document Library.

· Responsible for managing and monitoring Member Service phone que software and metric reporting for team members. Responsible for providing phone software metrics to account teams or company executives as requested. Responsible for locating, researching and listening to or providing recordings for calls for escalated issues as needed. 

· Responsible for working with the phone system administrator to make any phone que changes or updates as needed.

· Perform monthly team call audits and periodic performance evaluations.

· Responsible for reviewing analytics and identifying call trends through phone software, hardware and technology issues for quick resolution with internal IT or outside vendor as needed.

· Responsible for keeping Member Services Team members up to date on processes, procedures, group information, enrollment information and carrier contact information through weekly team meetings, daily huddles, team emails, one-on-one training and coaching.

· Responsible for continuously evaluating and identifying opportunities to drive process improvements that positively impact the customer’s experience.

· Responsible for working with EBI account teams to ensure the group account administration processes and group documents are up to date in CRM for Member Service Reps. Will work with account teams for clarification and updates to group processes and request documentation as needed.

· Responsible for training, leading and coaching Member Service Representatives including new hire orientation, onboarding, initial and perpetual training of Member Service representative duties and processes.

· Responsible for interviewing potential job candidates, supporting new hire and ongoing training needs.

· Responsible for routinely evaluating each individual team member’s service interactions and providing coaching based on observations.

· Responsible for handling any team member issues or conflicts that may arise or be reported and working with Human Resources as needed for resolution. 

· Work with other internal departments on issues or projects as requested.

· Special projects and reporting as needed by the executive team.

Requirements

Type and Scope of Supervisory Responsibilities: 

· This position has direct supervisory responsibilities.

Skills and Qualifications: 

· Customer Service

· Management experience

· Conflict resolution

· Employer benefit plans and ancillary product knowledge

· Benefit plan billing and payroll deduction knowledge

· Excellent verbal and written communication skills 

· Experience in Microsoft Office (Outlook, Word, Excel, OneNote)

· Call center software and metrics experience 

Work Experience Required for this Job:  

· 5-7 years of similar experience in the areas of: Insurance, call center, management experience. 

Education Required for this Job: 

· Bachelor’s degree preferred

Attendance Requirements:

· Hybrid role 

· Daily attendance is required during normal business working hours

· In-person attendance occasionally required for company, client and/or team meetings outside of the normal in office hybrid schedule.

· The Company reserves the right to require in-person attendance at the Company’s worksite at any time. The Company also reserves the right to make full-time attendance at the Company’s worksite an essential job function for this position if attendance becomes necessary to increase productivity, to develop teamwork, to conduct training, to better address customer needs, or to accomplish any other valid business goal. If full-time attendance requirements for this position materially change, the Company will provide thirty (30) days’ prior notice of the change.

Position Type/Expected Hours of Work:

· This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.

· Occasional evening and weekend work may be required as job duties demand.

· Core business hours are 8:00 a.m. to 5:00 p.m. but the employee’s schedules are at the discretion of the supervisor and dependent on the needs of the business.

Travel:

· Travel is primarily local during the business day, although some out of area and overnight travel may be expected

Physical Abilities Required for this Job:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

· While performing the duties of this job this individual is frequently required to stand, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and /or move up to twenty-five pounds. 

· Specific vision abilities required by this position include, close vision, and the ability to adjust focus.

Mental Abilities Required for this Job:

· The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

· Understands sensitivity of customer data and demonstrates the ability to protect both customer and business information.

· Ability to talk with customers in emotionally challenging situations to address their anxiety and resolve their requests within the limits of the policy.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.