Manager of Member Services (Hybrid)\n
VillageCareMAX\n
112 Charles Street, New York, NY 10014\n
COME WORK FOR THE LEADING, LOCAL MANAGED CARE COMPANY - VILLAGECARE!\n
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Under the supervision of Director of Business Operations, Manager of Member Services will oversee the coordination of Member Services staff scheduling, training, and day-to-day work flows to ensure that all requests and inquiries are processed timely. Communicates with Director of Business Operations and AVP of Member Experience and Support Services for any issues or concerns about, but not limited to, Operations. Assist members in accessing services, resolving issues and communicating with other members of the Interdisciplinary Care Team.\n
Some daily responsibilities will include:\n\nResponsible for overseeing that all in\u00adcoming calls are handled appropriately and in a timely manner. \nEnsures that there is appropriate Member Service coverage on the Phone Queue at all times.\nEnsures all shifts are covered with adequate Reps by language (Spanish, Cantonese or Mandarin).\nOversees all faxes are processed timely to meet compliance.\nFacilitates meetings, coordinates the agenda, reviews and approves new workflows, maintains planning foresight and the work calendar.\nAssists members in arranging appointments with physicians and other health care provider services. \nFacilitates communication between members, subcontractors, providers and Care Managers.\nCommunicated effectively with members with special needs by utilization mechanisms such as: interpretation vendor, TTYTele braille, large print\/ braille, talking adaptive equipment, etc. Assists members with accessing translation services.\nProvides plan information to new members, family members or other representatives. \nResponds to non\u00adclinical complaints\u037e logs member and subcontractors' complaintsgrievances. Resolves same day complaintsgrievances where possible.\nSupervises hiring, ensuring effective training, ongoing monitoring and Quality Assurance, evaluations and any disciplinary actions of member services representatives. Responsible for assuring all new employees are trained.\nEffectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.\nOversees all work is completed in accordance with the confidentiality requirement mandated by HIPPA for member information including telephone service standards and turn-around times\nAny other projects assigned by Operations.\n\n
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Education: Bachelor's Degree. \n
Experience:\n\nThis position requires a minimum of 5 years job-related experience in healthcare HMO, Medicaid and Medicare experience is preferred.\nStrong ability to solve problems independently and interact with an integrated team.\nStrong multi-tasking abilities.\nExcellent interpersonal, verbal and written skills.\nAdvanced Microsoft Outlook proficient in Microsoft Office such as Outlook, Word and Excel\n\n
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Bilingual in Spanish, Russian, Creole, Chinese (Cantonese\/Mandarin) is preferred.\n
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There are many benefits to working for VillageCare. If you are someone who likes being part of a team, enjoys a highly competitive benefits package from world leading carriers and competitive compensation, than we would love to speak with you! \n\nPTO package, 10 Paid Holidays, Personal and Sick time, Medical\/Dental\/Vision, HRA\/FSA, Education Reimbursement, Retirement Savings 403(b), Life & Disability, Commuter Benefits, Paid Family Leave, Additional Employee Discounts\n\n
VillageCare offers a wide range of at-home and community-based services, as well as managed long-term care options that seek to match each individual's needs to help them attain and maintain the greatest level of independent living possible. We are committed to superior outcomes in quality health care.\n
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VillageCare is an Equal Opportunity Employer.