Public Policy Manager
Persona
Member Services Manager
Personify Health
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage Member Service department including staff supervision, monitoring, reporting, analysis, and coordination of customer service functions
- Direct call center operations: monitor system performance, identify and resolve problems, audit and analyze staff performance, prepare action plans, manage system/process improvements and quality assurance
- Supervise department personnel: interview, hire, train, plan, assign, appraise performance, recommend rewards/discipline, address complaints and resolve problems
- Manage delivery of customer service to promote member/group/client satisfaction
- Review reports including trends and analysis; present issues to executive management
- Establish work procedures and processes aligned with Company standards and strategic directives
- Communicate and implement organizational changes, policies, and updates to staff
- Use judgment in upward communication regarding department/employee concerns and work with senior staff on customer service issues
- Travel approximately 10% annually (1–2 trips per year)
- Perform all other duties as assigned
Requirements
- Bachelor’s degree in business administration or related degree preferred
- Minimum of 5 years’ experience supervising and/or managing a call center in a healthcare environment, or an equivalent combination of education and experience
- Extensive knowledge of call center operations and customer service delivery
- Excellent interpersonal and communication skills
- Strong customer orientation
- Good time management skills
- Highly organized
- Computer proficiency and working knowledge of Microsoft Office Suite
- Ability to lead and motivate employees
