Healthcare Jobs in Oregon

For a full job description, and to formally apply, please visit www.advancedhealth.com/careers

We are currently hiring a Healthcare Customer Service Manager! If you are a great communicator, compassionate, enjoy a fast-paced work environment, and value being part of a team that makes a difference, you may be the right person for the position! Apply today!

Classification: EXEMPT | Status & Schedule: FULL-TIME, MONDAY – FRIDAY, 8AM – 5PM
Location: ONSITE, this position reports to the Coos Bay Office location
Salary: $2,446.15 - $3,669.23/BI-WEEKLY
Department: MEMBER SERVICES | Reports to: DIRECTOR OF MEMBER SERVICES | Supervision Exercised: OVERSIGHT OF MEMBER SERVICES STAFF

Job Purpose: Customer Service Manager The Customer Service Manager leads the daily operations of the Customer Service team, ensuring timely, accurate and respectful service to members and other customers. This position oversees staff performance and development, promotes compliance with organizational policies and applicable requirements and works across departments to address service needs. The manager uses member feedback and performance results to improve processes and service quality while aligning department operations with the organization’s mission and strategic goals.

Qualifications, Education, & Experience

• Bachelor’s degree in healthcare administration, business, public health, or related field strongly preferred; experience in lieu of education may be considered
• Three to five years of progressively responsible experience in customer service required
• Three years of experience in a supervisory or team lead role strongly preferred
• Working knowledge of call center operations, including service levels, scheduling, quality monitoring, escalation management, and performance metrics required
• Demonstrated ability to analyze operational and member service data, identify trends, monitor performance, and use data to support process improvements and decision-making required
• Technical experience with customer service, call center, customer relationship management, workforce management, or related systems required
• Experience working in healthcare, managed care, or other health plan setting strongly preferred
• Traditional Health Worker Certification preferred or required within one year of hire

Essential Responsibilities: Customer Service Manager

• Manage the daily operations of a Customer Service team, including staffing, workflow and workload distribution
• Monitor and maintain performance metrics, including abandoned calls, wait time and other statistics related to call center management
• Perform on-going analysis of data and information looking for opportunities for improvement in operational efficiencies and service delivery
• Perform effective analysis of telephone reports and report findings to the Customer Service Department and the department director
• Propose and implement effective policies, procedures, objectives, and practices to ensure the department consistently achieves customer service standards
• Manage quality and audit programs by regularly conducting telephone quality reviews and participating in quality calibration sessions
• Produce, develop, and revise mailings and all member-facing communications and materials in all required versions, such as bilingual, large print, etc.
• Apply a health equity lens to customer service operations by identifying and addressing barriers to equitable access and service
• Foster effective communication and collaboration between the Customer Service team and other departments
• Stay informed about customer service best practices and recommend appropriate improvements to department operations.
• Work with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as needed
• Create and update documentation and resource materials as needed
• Provide staff with the training, tools, and resources necessary to carry out their work
• Ensure adherence to department and organizational standards, policies, and procedures
• Lead the team in achieving established goals and objectives, monitoring progress and addressing barriers to success
• Prioritize department workload and ensure assignments, reports and other responsibilities are completed within established deadlines
• Coordinate cross training to support staff development and continuity of department operations
• Resolve escalated member concerns by coordinating with appropriate departments to ensure timely responses and identify opportunities to improve service
• Promote a positive team environment that supports accountability, open communication and professional development
• Identify recurring member concerns and service barriers and collaborate with appropriate departments to address underlying issues
• Communicate changes in policies, procedures and service expectations to staff and support consistent implementation
• Lead audit preparation for customer service functions by coordinating documentation, reviewing department practices and following up on identified findings.
• Review customer feedback, service trends and recurring concerns to identify opportunities to improve department processes and service delivery
• Follow through on commitments and communicate updates promptly to ensure questions, concerns and service needs are addressed
• Coordinate with other departments to resolve customer concerns, share relevant information and support consistent service delivery
• Ensure compliance with company policies and procedures as applicable to area(s) of responsibility
• Handle confidential information and materials appropriately and maintain a secure work area
• Other duties as assigned

Pay: $63,600.00 - $95,400.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person