Manager, Medicare Member Services

Capital Blue Cross

Manager of Medicare Member Services overseeing team performance and staff coaching at Capital Blue Cross. Responsible for operations and personnel management in the Medicare Member Services unit.

Posted 5/21/2026full-timeHarrisburg • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $83,800 - $157,890 per yearWebsite

About the role

Key responsibilities & impact

Monitor team performance against Key Performance Indicators (KPIs) and develop action plans to maintain/improve performance
Provide coaching and/or mentoring for front-line staff to ensure performance expectations and regulatory requirements are met
Perform root cause analysis to Identify trends and top drivers related to member dissatisfaction and develop action plans to reduce member complaints
Perform research and analysis relative to current or future service functions and present recommendations for process improvements
Monitor budget vs. actual expense reports each month and contribute to annual budget input process

Requirements

What you’ll need

5 years experience in a call center environment
1 year staff, team lead or project lead experience
Experience managing multi-disciplinary initiatives preferred
Proficient skills with Microsoft Office (Word, PowerPoint, Excel, and SharePoint)
Knowledge of Managed Care and Medicare Advantage Contracting principles
Knowledge of Medicare Program and regulatory processes and requirements surrounding claims processing and appeals & grievance functions.

Benefits

Comp & perks

Medical, Dental & Vision coverage
Retirement Plan
Generous time off including Paid Time Off, Holidays, and Volunteer time off
Incentive Plan
Tuition Reimbursement
Support for community volunteering

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

root cause analysisperformance monitoringbudget managementprocess improvementaction plan development

Soft Skills

coachingmentoringteam leadershipcommunicationanalytical thinking