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Find joy in serving others with IEHP! We welcome you to join us in healing and inspiring the human spirit and to pivot from a job opportunity to an authentic experience!
Under the general supervision of the Call Center All Other Channel Manager, the Call Center All Other Channel Supervisor is primarily responsible to lead the day-to-day call center activities and operations as it relates to the Medicare Line of Business and queue. The Call Center All Other Channel Supervisor will work in concert with other departmental supervisors and Team to achieve IEHPs overall service and call center goals. In addition, the supervisor will be responsible to monitor the Medicare Grievance and Appeals and all other channel reporting to ensure that training, materials, and operational processes are in place and updated as appropriate. Coordinate an effective way to disseminate information to the Team when changes are made at the state level and/or internally.
Key Responsibilities:
1. Supervise all aspects of day-to-day operations of a Member Service Team whose primary calls are Medicare Line of Business (LOB). Ensure that calls received by Member Services Call Center are answered in a timely, efficient, friendly, and knowledgeable manner.2. Oversee performance of Member Service Team to ensure training materials, job resources and operational processes are in place and updated as appropriate. Work with internal resources to develop updated job resources and deliver training as needed. Ensure Member Service Representatives (MSRs) are appropriately supervised and provided guidance, training and support related to call taking procedures, departmental goals and expectations.3. Attend and participate in internal Medicare meetings to stay current on Medicare operational regulations and call center expectations and practices.4. Stay current on Medicare regulations as it relates to call center operations and ensure call center practices are put in place to meet expected service goals. In addition, will assist all department Team Members to understand pertinent Medicare activities and program changes as needed provide the best overall service to IEHP Members.5. Develop, review, analyze and interpret department and individual performance reports to ensure that the Team is continually performing at optimum levels. Work with the department management and the quality and training Team to improve operational processes.6. Develops and implements operational practices and interfaces with internal IEHP departments to ensure Members care is delivered in a service-oriented manner and according to IEHP benefits, policies, and procedures. Continually identifies opportunities for process improvement, service opportunities and Member retention.7. Supervise daily call center operations including proper and efficient utilization of staffing to achieve organizational service and quality goals. Lead and support supervisory goals regarding Team performance objectives including coaching and motivating MSRs with data-based decision making.8. Supervise Medicare MSRs and assist with department operations including, hiring, training, performance objectives, Team Member evaluations and disciplinary actions to ensure compliance with IEHP policies and procedures.9. Through demonstrated individual performance, the Medicare Supervisor shall promote the highest standards of ethical and professional conduct to lead Team Members by example.10. Analyze reports and data from all departmental activities and review for trend or results that require intervention or re-direction of Department activities or processes.11. Demonstrate a commitment to LEAN by leading and implementing a process improvement project in the Business Unit(s).12. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).13. Operational IEHP NCQA/HEDIS initiatives. Implement outreach call campaigns. (Member retention, HEDIS initiatives). In addition, responsible for managing, reporting and timely resolution of all case follow-up, web portal inquiries, chat, incoming mail, faxes, and walk-ins.14. Demonstrate commitment to Team Member engagement by participating in projects/tasks/activities that promote Team Member excitement and enthusiasm for their roles, commitment to the organization, and increased effort in their work Ensure TMs participate in the annual Employee Engagement Survey. Additionally, Supervisor will ensure:a. Understanding of overall and department/unit specific Employee Engagement Survey resultsb. Ability to use the tool kit resources providedc. Ability to facilitate dialogue during feedback sessionsd. Clear understanding of expectations
Commitment to Quality: The IEHP Team is committed to incorporate IEHPs Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.
Additional Benefits:Perks
IEHP is not only committed to healing and inspiring the human spirit of our Members; we also aim to match our Team Members with the same energy by providing prime benefits and more.
Education & Experience
Key Qualifications
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Pay Range:Full Time
$61k-76k (estimate)
06/25/2024
07/12/2024
iehp.com
San Bernardino, CA
<25
The following is the career advancement route for Supervisor, Member Services (Medicare) positions, which can be used as a reference in future career path planning. As a Supervisor, Member Services (Medicare), it can be promoted into senior positions as a Managed Care Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Supervisor, Member Services (Medicare). You can explore the career advancement for a Supervisor, Member Services (Medicare) below and select your interested title to get hiring information.