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

Geisinger • PA

132d

About The Position

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.

Requirements

• High School Diploma or Equivalent (GED) - Required
• Minimum of 9 years of relevant experience - Required
• Bilingual preferred (English / Spanish)

Nice To Haves

• Experience in healthcare customer service management
• Strong interpersonal skills

Responsibilities

• 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.

Benefits

• Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.
• Encouragement of collaboration, cooperation and collegiality.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees