Manager Customer Service, Dual Eligible Programs

Mass General Brigham Health Plan
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Feb 28, 2025
Responsible for overseeing and managing the customer service operations and staff which serve as a point of contact for patients, families, and other individuals seeking information, assistance, or support related to hospital services, appointments, billing, and general inquiries. The Manager of the Dual Eligible Programs Customer Service Center is responsible for managing the day to day activities of the Duals Call Center. The Manager is responsible for ensuring compliance with all applicable performance standards and regulatory, contractual, and corporate policies and procedures. The Manager must ensure maximum effectiveness of call center staff with a focus on efficiency and service excellence. The call center staff is expected to be a highly diverse and multi-generational staff working in a dynamic and ever changing environment. This call center will serve the needs of our dual eligible members, members that have both Medicare and Medicaid coverage and are eligible and have elected to enroll a dual product with the plan. The Manager will be expected to utilize industry-standard operational metrics to measure individual and departmental performance. In addition to managing the day to day activities of the Call Center, the Manager is an active, visible participant on many cross-functional teams which address strategic and business projects such as cost savings measures, infrastructure efficiencies, regulatory and contractual requirements, and break/fixes. Education Bachelor's Degree Healthcare Management required or Bachelor's Degree Business Administration required or Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Call Center Experience 5-7 years required and experience in a leadership role within a Duals plan and demonstrated effectiveness working with CMS and MassHealth Compliance Programs Healthcare Administration Experience 3-5 years preferred and Management Experience 3-5 years required Knowledge, Skills and Abilities - Familiarity with relevant healthcare regulations, including Health Insurance Portability and Accountability Act, to ensure compliance and maintain patient confidentiality. - Familiarity with call center software, customer relationship management systems, and other relevant tools used in a call center environment. - Familiarity with the healthcare industry, hospital operations, and medical terminology is important for effectively understanding and addressing customer inquiries. - Ability to motivate and inspire staff to provide exceptional customer service while maintaining productivity and efficiency. - Strong problem-solving skills to handle escalated or challenging customer interactions effectively. - Dedication to providing exceptional customer service and ensuring a positive experience for patients, visitors, and other stakeholders. - Strong knowledge of Dual Operations policies, procedures, and systems Physical Requirements Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.