Healthcare News
healthcarenewssite.com
Articles, Jobs and Consultants for the Healthcare Professional

Member Services Lead, South San Francisco, CA


Health Plan of San Mateo

Professional

South San Francisco, CA

April 13, 2018


MEMBER SERVICES LEAD

The Health Plan of San Mateo (HPSM), a managed care health plan, seeks a full time Member Services Lead to provide lead direction in assigning, directing and reviewing the work of a group of Member Services Representatives (MSR) . The essential duties & responsibilities will include the following:

  • Will perform all the duties of a Member Services Representative including the handling of escalated or complex issues.
  • Assist the Call Center Supervisor with day-to-day activities of the Call Center including promoting teamwork, leadership and recommending changes to improve work flow in order to meet department goals.
  • Function as lead by assigning projects, monitoring workflow and providing guidance to the Member Services Representatives.
  • Monitor live and recorded calls; conduct post-call audits as needed
  • Schedule breaks and downtime based on staffing to provide maximum phone coverage.
  • Assist in the training and evaluation of MS Reps.
  • Participate in the creation and formalization of processes with the goal of providing consistency and increasing member satisfaction.
  • Communicate newly-identified and potential issues to Management and other departments as necessary.
  • Participate in the interview and selection of new Member Services Representatives. Stay current with HPSM and Partner agency updates
  • Perform other duties as assigned

Requirements:

Education and Experience: Associate of Arts degree in a related field. Five (5) years as a Member Services Representative or other call center experience. Experience with special projects, project lead or similar.

Knowledge of: Basic supervisory principles and practices. Policies and procedures related to Member Services. Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word, Excel, Access and PowerPoint.

Ability to: Plan, assign, direct and review the work of others. Train others in work procedures. Use initiative and good judgment to independently solve problems. Organize own workload according to department priorities; assist other staff with this as needed. Establish and maintain effective working relationships with those contacted in the course of the work; provide excellent customer service. Communicate effectively, both verbally and in writing. Comfortably communicate suggestions for improvement to the Member Services team Work cooperatively with others. Work as part of a team and support team decisions. Adapt to changes in requirements/priorities for daily and specialized tasks

Starting Compensation Range: Depending on experience.

Benefits Information: Excellent benefits package offered, including HPSM paid premiums for employee’s Medical, Dental and Vision coverage. Employee pays a small portion of the dependent premiums (5%) for medical and dental benefits. Additional HPSM benefits include fully paid life, AD&D, STD, and LTD insurance; retirement plan (HPSM contributes equivalent of 10% of annual compensation); holiday and vacation pay; tuition reimbursement plan; onsite fitness center and more.

Application Process: To apply, submit a resume and cover letter with salary expectations to: Health Plan of San Mateo, Human Resources Department, 801 Gateway Blvd., Suite 100, South San Francisco, CA 94080 or via email: careers@hpsm.org or via fax: (650) 616-8039. File by: Continuous until filled. EOE


See above

See above

See above



Alaska Consultants, Attorneys and Vendors for Hospitals and Clinics