Healthcare Customer Service Manager

We are currently hiring a Healthcare Customer Service Manager! If you are a great communicator, compassionate, enjoy a fast-paced work environment, and value being part of a team that makes a difference, you may be the right person for the position! Apply today! Classification: EXEMPT | Status & Schedule: FULL-TIME, MONDAY – FRIDAY, 8AM – 5PM Location: ONSITE, this position reports to the Coos Bay Office location Salary: $2,446.

15 - $3,669.23/BI-WEEKLY Department: MEMBER SERVICES | Reports to: DIRECTOR OF MEMBER SERVICES | Supervision Exercised: OVERSIGHT OF MEMBER SERVICES STAFF Job Purpose: Customer Service Manager The Customer Service Manager leads the daily operations of the Customer Service team, ensuring timely, accurate and respectful service to members and other customers.

This position oversees staff performance and development, promotes compliance with organizational policies and applicable requirements and works across departments to address service needs. The manager uses member feedback and performance results to improve processes and service quality while aligning department operations with the organization’s mission and strategic goals.

Qualifications, Education, & Experience Bachelor’s degree in healthcare administration, business, public health, or related field strongly preferred; experience in lieu of education may be considered Three to five years of progressively responsible experience in customer service required Three years of experience in a supervisory or team lead role strongly preferred Working knowledge of call center operations, including service levels, scheduling, quality monitoring, escalation management, and performance metrics required Demonstrated ability to analyze operational and member service data, identify trends, monitor performance, and use data to support process improvements and decision-making required Technical experience with customer service, call center, customer relationship management, workforce management, or related systems required Experience working in healthcare, managed care, or other health plan setting strongly preferred Traditional Health Worker Certification preferred or required within one year of hire Essential Responsibilities: Customer Service Manager Manage the daily operations of a Customer Service team, including staffing, workflow and workload distribution Monitor and maintain performance metrics, including abandoned calls, wait time and other statistics related to call center management Perform on-going analysis of data and information looking for opportunities for improvement in operational efficiencies and service delivery Perform effective analysis of telephone reports and report findings to the Customer Service Department and the department director Propose and implement effective policies, procedures, objectives, and practices to ensure the department consistently achieves customer service standards Manage quality and audit programs by regularly conducting telephone quality reviews and participating in quality calibration sessions Produce, develop, and revise mailings and all member-facing communications and materials in all required versions, such as bilingual, large print, etc.

Apply a health equity lens to customer service operations by identifying and addressing barriers to equitable access and service Foster effective communication and collaboration between the Customer Service team and other departments Stay informed about customer service best practices and recommend appropriate improvements to department operations.

Work with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as needed Create and update documentation and resource materials as needed Provide staff with the training, tools, and resources necessary to carry out their work Ensure adherence to department and organizational standards, policies, and procedures Lead the team in achieving established goals and objectives, monitoring progress and addressing barriers to success Prioritize department workload and ensure assignments, reports and other responsibilities are completed within established deadlines Coordinate cross training to support staff development and continuity of department operations Resolve escalated member concerns by coordinating with appropriate departments to ensure timely responses and identify opportunities to improve service Promote a positive team environment that supports accountability, open communication and professional development Identify recurring member concerns and service barriers and collaborate with appropriate departments to address underlying issues Communicate changes in policies, procedures and service expectations to staff and support consistent implementation Lead audit preparation for customer service functions by coordinating documentation, reviewing department practices and following up on identified findings.

Review customer feedback, service trends and recurring concerns to identify opportunities to improve department processes and service delivery Follow through on commitments and communicate updates promptly to ensure questions, concerns and service needs are addressed Coordinate with other departments to resolve customer concerns, share relevant information and support consistent service delivery Ensure compliance with company policies and procedures as applicable to area(s) of responsibility Handle confidential information and materials appropriately and maintain a secure work area Other duties as assigned Essential Responsibilities: Organizational Team Member Participate in quality and organizational process improvement activities when requested Support and contribute to effective safety, quality, and risk management efforts by adhering to established policies and procedures, maintaining a safe environment, promoting accident prevention, and identifying and reporting potential liabilities Openly, clearly, and respectfully share and receive information, opinions, concerns, and feedback in a supportive manner Work collaboratively by mentoring new and existing co-workers, building bridges, and creating rapport with team members across the organization Provide excellent customer service to all internal and external customers, which includes team members, members, students, visitors, and vendors, by consistently exceeding the customer’s expectations Recognize new developments and remain current in care management and coordination best practice standards and anticipate organizational modifications Advance personal knowledge base by pursuing continuing education to enhance professional competence Promote individual and organizational integrity by exhibiting ethical behavior to maintain high standards Represent organization at meetings and conferences as applicable Essential Responsibilities: Personnel Management Plan, orient and assign work to personnel that supports goals and objectives contained in the organization’s Strategic Plan and delivers outstanding team-based services Promote a culture of risk-management, team-based, values-based, high-performance, and continually improving practice that values learning and a commitment to quality Establish and monitor assigned staff performance, assign accountabilities, set objectives, and establish priorities Conduct regular check-ins with staff to review workloads, address concerns, provide feedback and follow up on assigned tasks Ensure the completion of annual Development Reviews for assigned staff and recommend merit wage adjustments as appropriate, per policy Collaborate with staff and leadership to implement improvements, monitor results and follow up to ensure corrective actions are completed and effective Conduct informal and formal employee performance evaluations and address performance concerns through coaching and corrective action in coordination with Human Resources Assist in the recruitment, hiring, orientation, development, and evaluation of assigned staff to ensure Promote employee retention, productivity, and satisfaction through ongoing support, encouragement, empowerment, coaching and effective teamwork Ensure staff comply with approved organizational policy and procedure Knowledge of federal and state employment and labor laws Assist employees to read, interpret and apply policies and procedures Support and mobilize assigned staff to engage in their assigned work through implementation of team building, performance coaching and problem-solving strategies Ensure that staff is cross trained to accomplish the goals and objectives of the organization Responsible to back-up assigned staff workloads when necessary Respond to the needs of direct and indirect staff with clear, open, and honest communication, mutual respect, and consistent follow through to generate trust and enhance personal effectiveness Address and document performance and conduct concerns promptly, coordinating with Human Resources and department leadership on corrective action and recommendations for termination when appropriate Provide clear instruction and practical training to support staff learning and skill development.

Knowledge, Skills, & Abilities: Knowledge of evidence-based practices and requirements to evaluate existing standards and implement new procedures Understanding of principles of health care of populations Knowledge of OHP program requirements, benefit package, eligibility categories, and Oregon Division of Medical Assistance Program (MAP) rules and regulations preferred Knowledge of the Oregon Health Authorities Coordinated Care Organization required metrics Understanding of basic concepts of managed care Ability to interpret and explain complex benefit and coverage information in clear, understandable language Critical attention to detail for accuracy and timeliness High degree of initiative, judgment, discretion, and decision-making Ability to exercise sound clinical judgment, independent analysis, critical thinking skills, and knowledge of health conditions to determine best outcomes for members Ability to report to work as scheduled, and willingness to work a flexible schedule when needed Proficient in Microsoft Office Suite and Windows Operating System (OS) Strong computer and data analysis skills Training in or awareness of Health Literacy, Poverty Informed, Systemic Oppression, language access and the use of healthcare interpreters, uses of data to drive health equity, Cultural Awareness, Trauma-Informed Care, Adverse Childhood Experiences (ACEs), Culturally and Linguistically Appropriate Service (CLAS) Standards, and universal access Knowledge and understanding of how the positions’ responsibilities contribute to the department and company goals and mission Knowledge of federal and state laws including OSHA, HIPAA, Waste Fraud and Abuse Awareness and understanding of equity, diversity, inclusion, and the equity lens: ability to analyze the unfair benefits and/or burdens within a society or population by understanding the social, political, and environmental contexts of policies, programs, and practices Excellent people skills and friendly demeanor Critical thinking skills of using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems Attention to detail and organization skills Ability to handle stress and sensitive situations effectively while projecting a professional attitude

• Ability to deescalate difficult interactions, resolve escalated member concerns and recognize when additional support is needed Ability to communicate professionally, both conversing and written Ability to work with diverse populations and interact with people of differing personalities and backgrounds Sensitive to economic considerations, human needs and awareness of how one’s actions may affect others Ability to organize and work in a sensitive manner with people from other cultures Poised; maintains composure and sense of purpose Ability to proactively identify ways to improve quality, productivity, and customer service Ability to assess staffing needs, monitor call volumes and adjust work assignments to maintain timely and responsive service Ability to effectively use phone system and system reports to effectively supervise department and individual performance Excellent problem solving and decision-making skills Ability to provide effective team leadership, including coaching and mentoring Ability to lead under pressure in a complex and rapidly changing environment Exemplify composure and sense of purpose Working Conditions: This position must have the ability to remain in a stationary position, occasionally move about inside the office to access office machinery, printer, etc., frequently communicate and exchange accurate information. Work Condition: Onsite Work Employee generally works within the interior of an office. Employee may travel locally and be responsible for own transportation. Out of area travel may be required on occasion. Hours of operations and specific staff scheduling may vary based on operational need. The office environment is clean with a comfortable temperature and moderate noise level. Exposed to: Cold/heat controls, close contact with employees and the public in office environment. Machines, equipment, tools, and supplies used: Constantly operates a computer or other office productivity machinery, such as postage machine, fax, copier, calculator, multi-line telephone system, scanner May answer a high volume of telephone calls, complete documentation, and use computer programs to either obtain or record information. Multiple Duties: Must be able to work under conditions of frequent interruption and be able to stay on task. Other Information: This job description is intended to provide only basic guidelines for meeting job requirements. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of DOCS Management Services employees. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.