Mass General Brigham Health Plan
Customer Service Manager
Mass General Brigham Health Plan, Somerville, Massachusetts, us, 02145
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.We are pleased to offer competitive salaries, a benefits package with flexible work options, career growth opportunities, and much more.Responsibilities
Act as a key advocate for customer service excellence within the Customer Service Center and across the organization.Provide leadership, development, and mentoring of the supervisors and staff to create a high-performance service culture aligned with Mass General Brigham Health Partners’ strategic goals, objectives, and core values.Meet the short and long-term Call Center metrics and goals that incorporate enhanced first point-of-contact resolutions and seamless service processes.Ensure that all contractual service level expectations are achieved and that the department is in compliance with all regulatory requirements and standards. Continuously assess whether current metrics are accurately reflecting customer preferences and needs.Ensure departmental compliance with HIPAA privacy regulations and provide leadership to ensure member information is kept confidential through verification, access, and restriction of information when appropriate.Make necessary changes in staffing based on the day of the week and other anticipated and unanticipated events.Monitor productivity of customer service representatives and generate reports.Maintain harmony among workers and address conflicts.Inform, engage, inspire, motivate, and actively listen to employees.Make decisions that put the needs of the people we serve—our members, providers, brokers, and employers—front and center.Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.Identify/create processes and align resources to accomplish key objectives; clearly convey and assign accountability for important objectives, deadlines, and expectations.Hire, participate in, and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices.Set clear goals and objectives, use metrics to measure performance, and hold employees accountable. Provide coaching to improve performance and hold regular development meetings.Hold self and others accountable to meet commitments.Ensure diversity, equity, and inclusion are integrated as a guiding principle.Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.Other duties as assigned with or without accommodation.Qualifications
Bachelor’s degree required or the equivalent combination of training and experience.5-7 years of related job experience managing staff and supervisors in a high-volume call center preferably within a managed care environment required.Knowledge of Call Center metrics, leading practices, and relevant technologies required.Demonstrated ability to design and build effective and diverse work teams.Working knowledge of claims processing and enrollment operations.Skills/Abilities/Other Details
Demonstrate Mass General Brigham Health Plans core brand principles of always listening, challenging conventions, and providing value.Bring fresh ideas forward by listening to and working with employees and the people we serve.Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.Strong aptitude for technology-based solutions.Ability to inject energy, when and where it’s needed.Current in healthcare trends.Demonstrated forward, visionary thinking; ability to see “what is” and envision “what could be.”Ability to develop, introduce, defend, and gain support for new ideas and approaches.Excellent leadership skills and leadership track record.Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience, strong executive presence, presentation, and communication skills. Strong verbal, active listening, and written communication skills required.Ability to view the long-range trends and cycles of the business and industry and see the “big picture.”Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.Excellent interpersonal skills, including the ability to influence others at all levels of an organization.Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.Unquestionable integrity.Motivates and encourages staff; leads through change and adversity. Makes decisions as needed and builds consensus as appropriate.Normal office working conditions.Remote, Hybrid or onsite.Primary Location
MA-Somerville-MGB Health Plan at Assembly RowWork Locations
MGB Health Plan at Assembly RowJob
Professional/ManagerialOrganization
Mass General Brigham Health PlanSchedule
Full-timeStandard Hours
40Shift
Day JobEmployee Status
RegularRecruiting Department
MGB Health Plan Customer ServiceJob Posting
Oct 27, 2023
#J-18808-Ljbffr
Act as a key advocate for customer service excellence within the Customer Service Center and across the organization.Provide leadership, development, and mentoring of the supervisors and staff to create a high-performance service culture aligned with Mass General Brigham Health Partners’ strategic goals, objectives, and core values.Meet the short and long-term Call Center metrics and goals that incorporate enhanced first point-of-contact resolutions and seamless service processes.Ensure that all contractual service level expectations are achieved and that the department is in compliance with all regulatory requirements and standards. Continuously assess whether current metrics are accurately reflecting customer preferences and needs.Ensure departmental compliance with HIPAA privacy regulations and provide leadership to ensure member information is kept confidential through verification, access, and restriction of information when appropriate.Make necessary changes in staffing based on the day of the week and other anticipated and unanticipated events.Monitor productivity of customer service representatives and generate reports.Maintain harmony among workers and address conflicts.Inform, engage, inspire, motivate, and actively listen to employees.Make decisions that put the needs of the people we serve—our members, providers, brokers, and employers—front and center.Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.Identify/create processes and align resources to accomplish key objectives; clearly convey and assign accountability for important objectives, deadlines, and expectations.Hire, participate in, and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices.Set clear goals and objectives, use metrics to measure performance, and hold employees accountable. Provide coaching to improve performance and hold regular development meetings.Hold self and others accountable to meet commitments.Ensure diversity, equity, and inclusion are integrated as a guiding principle.Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.Other duties as assigned with or without accommodation.Qualifications
Bachelor’s degree required or the equivalent combination of training and experience.5-7 years of related job experience managing staff and supervisors in a high-volume call center preferably within a managed care environment required.Knowledge of Call Center metrics, leading practices, and relevant technologies required.Demonstrated ability to design and build effective and diverse work teams.Working knowledge of claims processing and enrollment operations.Skills/Abilities/Other Details
Demonstrate Mass General Brigham Health Plans core brand principles of always listening, challenging conventions, and providing value.Bring fresh ideas forward by listening to and working with employees and the people we serve.Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.Strong aptitude for technology-based solutions.Ability to inject energy, when and where it’s needed.Current in healthcare trends.Demonstrated forward, visionary thinking; ability to see “what is” and envision “what could be.”Ability to develop, introduce, defend, and gain support for new ideas and approaches.Excellent leadership skills and leadership track record.Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience, strong executive presence, presentation, and communication skills. Strong verbal, active listening, and written communication skills required.Ability to view the long-range trends and cycles of the business and industry and see the “big picture.”Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.Excellent interpersonal skills, including the ability to influence others at all levels of an organization.Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.Unquestionable integrity.Motivates and encourages staff; leads through change and adversity. Makes decisions as needed and builds consensus as appropriate.Normal office working conditions.Remote, Hybrid or onsite.Primary Location
MA-Somerville-MGB Health Plan at Assembly RowWork Locations
MGB Health Plan at Assembly RowJob
Professional/ManagerialOrganization
Mass General Brigham Health PlanSchedule
Full-timeStandard Hours
40Shift
Day JobEmployee Status
RegularRecruiting Department
MGB Health Plan Customer ServiceJob Posting
Oct 27, 2023
#J-18808-Ljbffr