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Manages a Health Plan Customer Service Team. Performs oversight of achieving metrics, resource allocation, process improvement, coordinating training and ensuring policy development/updates related to claim and enrollment functions. Assists administration in developing the team's annual operating budget, participating in and/or leading interdepartmental workgroups involved in strategic planning, developing and reviewing policies and procedures.
Participates in development of performance standards for Customer Service teams, evaluates actual performance against standards, and implements action plans for improvement.
Manages resource allocation in order to realize efficient production.
Acts as a liaison between all customer service teams and other departments.
Develops training and policy development goals and provides oversight to ensure the goals and program are aligned with Customer Service operation goals.
Maintains decision making authority with regard to clients, employers, vendors, regulators, providers and occasional legislators.
Works closely with the Customer Service Support Team to continually assess the effectiveness of the Quality Assurance program, and makes recommendations for revisions as needed.
Performs supervisory functions of departmental recruiting, hiring, training, discipline and counseling.
Performs performance appraisals on direct reports.
Assists in preparation of annual department budgets.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
*Hours: Monday - Friday, 8am - 4:30pm. No weekends or holidays!
*Healthcare operations experience (minimum of 5 years) and Bachelor's degree in healthcare related field is preferred.
*Geisinger offers comprehensive suite of healthcare benefits all starting day one of employment! This includes medical, prescription drug, vision and dental coverage. We also offer up to $5,000 tuition reimbursement and 5% contribution to your retirement plan.
High School Diploma or Equivalent (GED)- (Required)
Minimum of 9 years-Relevant experience* (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13... hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.