What are the responsibilities and job description for the Member Services Supervisor position at ALAMEDA ALLIANCE FOR HEALTH in?
Member Services Supervisor / Job Req 772073309 (Manufacturing)PRINCIPAL RESPONSIBILITIES : Under general direction from the Sr. Director, Member Services, the Member Services Supervisor is responsible for the day-to-day supervision of Member Services Representatives, collaborating with other department Supervisors and leadership to meet and exceed performance targets. The Member Service Supervisor will primarily oversee Member Services Representative Tier I and Tier II.The Member Service Supervisor ensures member concerns are processed in a timely and accurate manner by communicating and enforcing departmental goals and objectives within a total quality management approach and compliance with all applicable state / federal regulations. Responsibilities include monitoring, developing, implementing, and evaluating departmental call center operations for optimal proficiency and effectiveness.Principal Responsibilities Include : Participates in a mission-driven culture of high-quality performance with a member focus on customer service, consistency, dignity, and accountability.Assists the team in carrying out department responsibilities and collaborates with others to support short and long-term goals / priorities.Oversees the process, management, and reporting of the team's activities.Assists escalated callers as needed.Works with MS leadership to develop, implement, and refine regular reporting metrics to measure productivity and process outcomes.Implements process improvements as identified and approved by MS leadership.Works cross-functionally to review and revise policies and procedures for compliance with NCQA, DMHC, CMS, and DHCS regulations.Builds and maintains relationships with AAH delegates, vendors, providers, health networks, community-based organizations, and other key stakeholders.Maintains knowledge of current regulatory requirements and industry trends.Supervises daily operations of Call Center staff to ensure appropriate resource usage.Identifies training needs and assists in the development of programs and materials.Develops and conducts team training and education courses.Maintains and reports records of training activities and employee performance.Assists with revisions to Policy and Procedure and work process development.Responds to members and interdepartmental staff inquiries in a professional manner.MINIMUM QUALIFICATIONS : EDUCATION OR TRAINING EQUIVALENT TO : Bachelors degree required or combination of education and equivalent experience. High School Diploma or GED required.MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE : Two to three years healthcare-related experience preferred. Two years experience in a Supervisor, Trainer, Quality Assurance, or Auditor role highly preferred.SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE) : Experience working with Medi-Cal Managed Care Plans (MCPs), Medicare, and health services experience preferred. Bilingual in English and one of AAH's defined threshold languages preferred. Current driver's license, automobile insurance, and car registration required.SALARY RANGE : $95,742.40 - $143,603.20 ANNUALLYThe Alliance is an equal opportunity employer and makes employment decisions based on qualifications and merit. Our policy prohibits unlawful discrimination based on race, color, creed, gender, religion, veteran status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic characteristic, sexual orientation, gender identity or expression, or any other consideration made unlawful by federal, state, or local laws. M / F / Vets / Disabled.#J-18808-Ljbffr
Salary : $95,742 - $143,603
