监督员 - 注册运营，Geisinger健康计划（东海岸美国）
Supervisor - Enrollment Operations, Geisinger Health Plan (East Coast United Sta
位置：
在家办公（宾夕法尼亚州）班次：
白天（美国）每周计划工作时间：
40工种类型：
正式员工是否为豁免职位：
是职位简介：
监督、培养和管理客户服务代表团队，以确保满足客户服务标准、认证和监管要求。为员工、会员、供应商、雇主和其他组织客户提供沟通和获取服务的资源。报告并分析客户问题的趋势。审查、开发并提供持续的培训和教育工具给员工。协助现场访问，计划、指导和控制客户服务人员的活动，以满足部门的运营需求和目标。管理客户服务人员的活动，确保所有与客户相关的查询准确及时完成。提取数据并分析生产及质量指标报告，并建议调整人员配置、政策或流程。负责解决投诉，考虑投诉的性质和复杂性、政府机构的要求和政策。直接处理需要管理层介入的升级问题。职位职责：
- 通过日常互动和每月一对一会议，为所有直接下属提供领导力和发展支持。
- 每月召开团队会议并让员工参与决策。
- 推动认可和奖励员工成就的活动。
- 制定并维护符合运营和市场需求的标准、操作活动和绩效评估工具，提高运营效率、质量、可及性和会员满意度。
- 确保计划中的客户服务和教育工作及时有效地执行。
- 管理资源分配以实现高效生产并保持客户服务绩效标准。
- 确保在适当生产力衡量的基础上具备足够的人员配置和排班。
- 管理外呼活动以促进会员教育和保留，提高对福利和流程的认识，并在遵守监管机构和服务承诺的前提下发展和维护关系。
- 执行监督职责，如考勤监控、绩效评估、纪律处分等。
- 面试并选拔潜在员工，确保其资格和技能符合要求。
- 处理人力资源相关事务
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Location:
Work from home (Pennsylvania)Shift:
Days (United States of America)Scheduled Weekly Hours:
40Worker Type:
RegularExemption Status:
YesJob Summary:
Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department. Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries. Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes. Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies. Works directly with customers on escalated issues that require management intervention.Job Duties:
- Provides leadership and developmental assistance to customer service team through daily interactions and monthly one on one meetings with all direct reports.
- Conducts monthly team meetings and involves staff in decision-making.
- Promotes activities that recognize and reward staff achievement.
- Creates and maintains standards, operational activities and performance measurement tools that meet operational and market needs in operational efficiency, quality, access and member satisfaction.
- Ensures timely and productive execution of planned customer service and education.
- Manages resource allocation in order to realize efficient production and maintain customer service performance standards.
- Assures adequate staffing levels and schedules in conjunction with appropriate productivity measures.
- Manages outbound call campaigns to foster education and retention of members, increase awareness of benefits and procedures, and develop and maintain relationships while adhering to regulatory agencies and service guarantees.
- Performs supervisory duties such as attendance monitoring, performance evaluations, disciplinary actions, etc.
- Interviews and selects prospective employees assuring qualifications and skills are met.
- Handles Human Resource issues with regard to Performance Improvement Plans, interpersonal issues, and leave requests.
- Serves as a resource and support to Customer Service personnel and other departments within the health system in the pursuit of knowledge and resolution of problems.
- Supports and defines goals, policies, and procedures.
- Participates in and leads interdepartmental strategic teams to alleviate any barriers customer service representatives have in completing duties.
- Responsible for regulatory compliance.
- Manages Federal regulatory compliance of all Medicare Advantage Processes and compliance of prompt payment provision of State and Federal Regulation.
- Provides input in budget preparation.
- Processes accurate adjudication and payment of claims processing.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).
Position Details:
Education:
High School Diploma or Equivalent (GED)- (Required)Experience:
Minimum of 6 years-Relevant experience* (Required), Minimum of 2 years-Managerial/Supervisory (Required)Certification(s) and License(s):
Skills:
Communication, Customer Retentions, Customer Service, HR Policies, Standards And Procedures, Service Request Management Process
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.
- KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
- EXCELLENCE: We treasure colleagues who humbly strive for excellence.
- LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
- INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
- SAFETY: We provide a safe environment for our patients and members and the Geisinger family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.
Originally posted on Himalayas