Member Service Manager: Description

Distinguishing characteristics of work

UniVida Medical Centers is seeking a Member Service Manager will lead and oversee the Call Center Department for Patient Services. Is responsible for UniVida Medical Centers to deliver the most effective, accessible, and efficient healthcare customer service to patients.

Supervisory responsibilities

• Hires and trains Call Center – Patient Services employees.
• Oversees the daily workflow and scheduling of patients.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees in accordance with company policy.

Example of Duties

• Maintains knowledge base for the IT systems, operational procedures, and any specific additional customer requirement..
• • Conducts Quality Assurance activities (e.g., call monitoring, database review, coaching) which focuses on the continuous improvement of the quality, consistency, compliance, and accuracy of verbal and written communications
• Utilizes tools to monitor qualitative aspects of triage and patient phone calls and ensures team is providing excellent patient customer service.
• Assists Medical Centers colleagues with challenging times when peak volumes are achieved, or personnel are absent
• Contributes to the product knowledge development and training of employees within the team
• Has a passion for innovation and risk-taking, meeting and exceeding qualitative and quantitative goals in a thoughtful and time-driven manner.
• Creates an atmosphere that respects and embraces engagement of all people, ideas, and backgrounds and aligns with UniVida Medical Centers values and mission.
• Compile, analyze, and provide call center operations reports on a regular basis. Monitors patient intake process and proactively communicates trends to upper management and strategically uses trends to guide and modify operations.
• Monitors call volume and related activities on a daily basis; provides management with periodic reports to facilitate staffing/process decisions.
• Contributes to establishing the goals and objectives for the Call Center – Patient Services team.
• Responds directly to medical information requests by patients or their doctors following all required legal compliance standards.
• Responsible for providing superior quality patient support through active listening, asking clarifying questions, demonstrating patience and empathy, while ensuring issue resolution. Must lead by example on effective use of soft phone skills. Demonstrates consistent, superior patient service, even with difficult callers and situations.
• Sustains rapport with centers by making periodic visits.
• Provides information by collecting, analyzing, and summarizing data and trends.
• Prepares and presents daily, weekly and monthly patient reports to upper management.
• Supervises that staff coordinates the provision of multiple services to members performing a full range of administrative support services for medical offices including registration and scheduling of members, tests, and other related duties.
• Responsible for supervising that staff is providing the highest level of members/customer satisfaction.
• Verifies that’s staff updates demographic, insurance, and other members information in Advanced MD (EMR).
• Trains staff to provide patient education regarding questions asked about scheduling, lab results, forms, etc.
• Obtain new member referrals from new or existing members.
• Provides adequate notes and documentation within (EMR) platform to ensure patient satisfaction.
• Obtains feedback from staff and helps analyze members opinions and develop new techniques to ensure, retention.
• Performs other related duties as assigned.

Desirable knowledge, abilities and skills

• Strong patient orientation and critical thinking skills.
• Ability to adapt, manage and work new projects as assigned by the operations team, responsible to report activities and results in a timely manner. Identify new methodologies for efficiency in inventory department workflows. Must be organized and be able to work multiple tasks at the same time assigned by operations.
• Ability to work under pressure.
• Report to upper management any staff or members issues or concerns.
• Promote a positive attitude and a cooperative work environment.
• Adherence to all organizational and departmental compliance and regulatory policies, procedures, and workflows (i.e., timely submission of time sheets and expense reports). Follow all policies and procedures.
• Pro-active and good listener
• Attention to detail
• Superior organizational and time management skills.
• Excellent verbal and written communication skills.
• Excellent patient service skills.
• Excellent interpersonal and negotiation skills.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.
• Excellent organizational skills and attention to detail.
• Proficient with Microsoft Office Suite or related software to prepare reports and measure performance.

Minimum training and experience

• High school diploma or equivalent required.
• Bachelor’s degree in Healthcare, Business Administration, or a related field preferred.
• Proven experience overseeing all tasks described above
• At least three (3+) years of experience managing call center – patient services operations required.
• At least three (3+) years of successful call center – patient services experience preferred.
• People management experience is necessary.
• Proven track-record in launching and leading a new call center in the healthcare filed.

Physical demands

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift-up to fifteen (15) pounds at times.

To apply for the Member Service Manager position, please fill out the following form: