Requisition# 20369

Employment Type

Experience

Required Degree

Location

Region

Questions

POSITION SUMMARY

Responsible for supervising Member Services staff, ensuring that all customer questions and concerns are handled in a timely and accurate manner. Serves as back up to the Manager at key meetings and in the absence of the Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works with external agencies and CCHP departments to resolves internal and external inquiries concerning problematic enrollment, eligibility and member service issues. Works closely with accounting counterpart to ensure enrollee data is reconciling to the system and resolves discrepancies.
• Educating and assisting new members regarding plan benefits, updates, programs, policies, complaints and procedures.
• Provides guidance and expertise on member service issues.
• Handles elevated calls and walk-in customers as needed for staff.
• Monitors employee performance for accuracy, productivity, achieving department standards and providing superior customer service.
• Trains and develops staff.
• Provides the Manager with input on employee performance evaluations.
• Recommends policies and procedures to support department operations.
• Assists callers and walk-in customers who are affiliated with health plans other than CCHP by contacting their health plan’s member services department for eligibility/benefit or other service inquiry issues, etc.
• Ensures compliance with applicable regulatory requirements.
• Member Services staff is under mandatory requirement to work in assigned CCHP office locations and take turns to work on rotation scheduled shifts.
• Accepts and performs other duties as assigned.

QUALIFICATIONS

• Prior health plan experience or similar required
• Associate or college degree preferred
• Minimum 3+ years of experience in customer services, call center, or similar
• Strong PC skills
• Bilingual in Chinese or Spanish, preferred
• Excellent oral communication, customer service and organizational skills
• Ability to work under pressure in a busy call center environment
• Attention to detail and willingness to exercise initiative
• Excellent decision making, research and problem solving skills
• Ability to deal effectively with difficult and emotional customers and issues.
• Display a high level of confidence and able to explain information to customers in ways that are clear, concise and objective.

PHYSICAL REQUIREMENTS

• Able to lift up to 30 pounds
• Use proper body mechanics when handling equipment
• Standing, walking and moving 50% of the day.

In our efforts to control the spread of COVID-19 and its variants, CCHP requires that its employees be fully vaccinated as of their start date. If you require a medical or religious accommodation we will engage in the interactive process with you. Proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date. CCHP may also mandate that its employees receive vaccine boosters, and all accommodation laws will be followed.

Base Pay Scale: Starting at $52,541/year– $78,749/year
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.