Public Policy Manager
Persona
Member Services Manager
Personify Health
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for management of the Member Service department, including staff supervision, monitoring, reporting, analysis, and coordination of customer service functions for members, groups/clients.
- Direct call center operations by monitoring system performance; identify and resolve problems; audit and analyze staff performance; prepare and complete action plans; assist in managing system and process improvement and quality assurance programs.
- Supervise department personnel including interviewing, hiring, and training employees; plan, assign, and direct work; appraise performance; recommend rewards and discipline for employees; address complaints and resolve problems.
- Manage the delivery of customer service that promotes exceptional levels of member/group/client satisfaction.
- Review various reports, including trends and analysis of service and adjudication activities; present issues and ideas to executive management for enhancement of overall call center operations.
- Establish work procedures and processes that support Company and departmental standards, procedures, and strategic directives.
- Communicate and implement any organizational changes, policies, procedures or information updates to staff.
- Use appropriate judgment in upward communication regarding department or employee concerns; work with senior staff on customer service related issues.
- This role requires occasional travel, approximately 10% annually (1–2 trips per year). 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.
