This position is responsible for direct oversight of operational and personnel management activities of the Medicare Member Services unit. The Manager will directly lead front-line staff and is responsible for daily performance management. The Manager will also maintain productive and collaborative working relationships with internal and external partners.

• Monitor team performance against Key Performance Indicators (KPIs) and develop action plans to maintain/improve performance
• Provide coaching and/or mentoring for front-line staff to ensure performance expectations and regulatory requirements are met
• Perform root cause analysis to Identify trends and top drivers related to member dissatisfaction and develop action plans to reduce member complaints
• Perform research and analysis relative to current or future service functions and present recommendations for process improvements
• Monitor budget vs. actual expense reports each month and contribute to annual budget input process

Skills:

• Ability to effectively communicate in written and verbal form to varied audiences on both simple and complex issues.
• Ability to coordinate and direct activities of each unit to meet quality and productivity standards.
• Ability to lead, motivate, evaluate, and develop personnel.
• Ability to collaborate cross-functionally and work effectively in a matrix environment.
• Proficient skills with Microsoft Office (Word, PowerPoint, Excel, and SharePoint).

Knowledge:

• Knowledge of Managed Care and Medicare Advantage Contracting principles.
• Knowledge of Medicare Program and regulatory processes and requirements surrounding claims processing and appeals & grievance functions.
• Working knowledge of Microsoft Office Suite, including Word, Excel, Project Manager, and Power Point.

Experience:

• 5 years experience in a call center environment
• 1 year staff, team lead or project lead experience.
• Experience managing multi-disciplinary initiatives preferred.

Education and Certifications:

• Bachelor's degree preferred.

Physical Demands:

While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. The employee must be able to work over 40 hours per week. The employee must occasionally lift and/or move up to 5 pounds.

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.