Member Support Services Supervisor (Work From Home) Job at Physician Health Partners
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Position Summary:
This is a work from home position working Monday - Friday 40 hours a week with a handful of days required in the office.
Knowledge, Skills and Abilities:
Qualifications:
About Physician Health Partners:
We believe that our employees are our biggest assets, so we offer a robust benefits package that is not limited to:
If you are interested in working for an innovative and collaborative workplace in the healthcare market, apply now!
COVID 19 Vaccination: Employees will be required to show proof of being fully vaccinated to COVID-19 within 30 days of hire. Reasonable accommodations may be considered on a case-by-case basis for certain exemptions in accordance with applicable law. Applicants should be aware, though, that for external-facing roles, particularly those involving close contact with vulnerable individuals, accommodations that involve not being vaccinated against COVID-19 may not be deemed reasonable. The Company will engage in the interactive process on an individualized basis in light of each particular role.
Position Summary:
The Supervisor, Member Support Services is responsible for acting as a subject matter expert and providing oversight of the Member Support Services Department. The supervisor will also distribute and maintain roles and responsibilities according to departmental needs and support the goals of Colorado Community Health Alliance (CCHA) and the Accountable Care Collaborative (ACC).
This is a work from home position working Monday - Friday 40 hours a week with a handful of days required in the office.
Essential Functions:
- Manages day-to-day operations of the department and employees
- Works with management to create and maintain an engaged workforce and improve employee satisfaction
- Identifies and establishes best practice procedures, and ensures adherence to documentation standards, call standards, and member engagement guidelines
- Oversees CCHA call center queue, to include scheduling, forecasting, and maintaining service level agreements
- Assists in maintaining a workflow of inbound/outbound call volume, case workload, special projects, and program development
- Completes reporting, including analysis and recommending changes to program and staffing models
- Maintains and promotes effective communication with manager, internal customer groups, staff, and community partners
- Presents information at department meetings and represents Member Support Services at larger CCHA meetings
- Acts as subject matter expert for multiple systems and care coordination operations functions
- Hires and trains staff, coordinates new employee orientation and on-going education of program changes, and assesses for training needs requiring coaching
- Conducts one-to-one meetings with staff to review performance, provides feedback to staff and manager, and assists in the development of any necessary action plans
- Oversees quality auditing and call monitoring
- Contributes to contract deliverables and operational plans, as needed
- Maintains confidentiality and ensures compliance with HIPAA regulations
Knowledge, Skills and Abilities:
- Knowledge of people management including mentoring, motivation, and conflict resolution
- Excellent project management and organizational skills
- Knowledge of Medicaid, case management, community resources, and other social service-related programs
- Ability to sort through complex issues, make appropriate timely decisions, and communicate decisions to others
- Ability to assess performance of self to make improvement
- Excellent teamwork skills
- Excellent written and oral communication skills
- Excellent customer service skills
- Good computer skills
Qualifications:
- High School degree
- Bachelor’s in human services or health-related field (preferred)
- 3-5 years of experience supervising and/or leading professional staff
- 3-5 years of medical experience
- 3-5 years of experience in a call center setting (preferred)
- Home office that is HIPAA compliant for all remote or telecommuting positions as outlined by the company policies and procedures
About Physician Health Partners:
PHP is an integrated team of physicians and health care professionals committed to supporting effective patient care throughout the health care continuum. PHP partners with Anthem, Centura Health, and Primary Physician Partners to create Colorado Community Health Alliance (CCHA) and meet the needs of Health First Colorado (Colorado’s Medicaid Program) members.
We believe that our employees are our biggest assets, so we offer a robust benefits package that is not limited to:
- Company pays majority of medical, dental, and vision premiums for employees/dependents
- HSAs, including employer contribution
- FSAs, including medical, limited purpose, and dependent care
- Paid Time Off
- 401(k) matching
- Short-Term & Long-Term Disability coverage
- Tuition Reimbursement
- Rewards and Recognition program
If you are interested in working for an innovative and collaborative workplace in the healthcare market, apply now!
COVID 19 Vaccination: Employees will be required to show proof of being fully vaccinated to COVID-19 within 30 days of hire. Reasonable accommodations may be considered on a case-by-case basis for certain exemptions in accordance with applicable law. Applicants should be aware, though, that for external-facing roles, particularly those involving close contact with vulnerable individuals, accommodations that involve not being vaccinated against COVID-19 may not be deemed reasonable. The Company will engage in the interactive process on an individualized basis in light of each particular role.
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