What are the responsibilities and job description for the STAR+PLUS Service Coordination Hotline Supv., El Paso Health position at University Medical Center of El Paso?
Job Summary
Responsible for overseeing the daily operations of the STAR PLUS Service Coordination hotline to ensure alignment with El Paso Health’s (EPH) mission and vision. Supports the STAR PLUS program by developing, implementing, and evaluating a comprehensive service coordination strategy. Key responsibilities include optimizing department workflows, policies, and procedures, mentoring and training Associates, fostering interdepartmental communication and ensuring the efficiency and effectiveness of the hotline. Ensures Associates meet performance goals, resolve member and provider issues, and deliver exceptional customer service. Requires strong organizational, communication, and problem-solving skills to drive the success of the STAR PLUS Service Coordination hotline and contribute to the overall mission of El Paso Health.
Skills
1. Ability to supervise, plan, and implement processes; organize documentation of activities to report and continuously evaluate progress; and maintain efficient operations through customer service and performance improvement tools.
2. Knowledge of federal, state, and, CMS, and regulatory accrediting agency standards to assure compliance.
3. Ability to communicate effectively with written and verbal skills required.
4. Ability to understand, use and teach the principles of customer service and performance improvement.
5. Ability to evaluate customer service issues and present data to other professionals in a clear concise manner.
6. Ability to proficiently utilize analytical assessment and creative problem solving.
7. Ability to use critical thinking skills to conduct research, and utilize interpersonal and problem-solving skills.
8. Ability to organize, delegate, implement, and evaluate effectiveness of processes.
9. Ability to interview and work in teams.
10. Ability to prioritize organizational performance improvement efforts.
11. Knowledge of report writing software and working with Microsoft Office.
12. Knowledge of health plan systems and organizational relationships.
13. Knowledge of customer service and performance improvement methodologies to address performance improvement processes.
14. Knowledge of a wide range of concepts, principles, and practices in the managed care profession.
15. Knowledge of healthcare trends and proven solutions for improving customer service.
16. Bilingual (English and Spanish) highly preferred
Work Experience
One year of supervisory/lead experience required. Strong background in customer service, call center operations, health plan operations, and a keen understanding of the managed care market and health care delivery system.
License/Registration/Certification
None
Education and Training
Highschool diploma or equivalent is required. Bachelor degree in Business, Healthcare Administration, or Public Health is preferred.
