Manager Customer Service Operations, Geisinger Health Plan (work from home East Coast resident EST )

Location: Work from home (Pennsylvania) Shift: Days (United States of America) Scheduled Weekly Hours: 40 Worker Type: Regular Exemption Status: Yes Job Summary: Manages a Health Plan Customer Service Team. Performs oversight of achieving metrics, resource allocation, process improvement, coordinating training and ensuring policy development/updates related to claim and enrollment functions. Assists administration in developing the team's annual operating budget, participating in and/or leading interdepartmental workgroups involved in strategic planning, developing and reviewing policies and procedures. Job Duties: Participates in development of performance standards for Customer Service teams, evaluates actual performance against standards, and implements action plans for improvement. Manages resource allocation in order to realize efficient production. Acts as a liaison between all customer service teams and other departments. Develops training and policy development goals and provides oversight to ensure the goals and program are aligned with Customer Service operation goals. Maintains decision making authority with regard to clients, employers, vendors, regulators, providers and occasional legislators. Works closely with the Customer Service Support Team to continually assess the effectiveness of the Quality Assurance program, and makes recommendations for revisions as needed. Performs supervisory functions of departmental recruiting, hiring, training, discipline and counseling. Performs performance appraisals on direct reports. Assists in preparation of annual department budgets. Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. *Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years). Position Details: Bilingual preferred ( English / Spanish ) Education: High School Diploma or Equivalent (GED)- (Required) Experience: Minimum of 9 years-Relevant experience* (Required) Certification(s) and License(s): Skills: Bilingual, Builds Relationships, Manages Conflict And Crisis OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family. We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. Geisinger is committed to making better health easier for the more than 1 million people it serves. Founded more than 100 years ago by Abigail Geisinger, the system now includes nine hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,600 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. We offer healthcare benefits for full time and part time positions from day one, including vision, dental and benefits for domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter. * Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.