Provider and Member Services Director

Company: Gainwell
Location: Roseville
Posted on: January 11, 2022

Job Description:

Essential Job Functions Oversees the day-to-day operations of the customer support center operations. Conveys customer feedback to product development staff in order to continuously improve client satisfaction. Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources. Basic Qualifications Bachelor's degree and minimum of four (4) years of experience (additional relevant management experience may substitute for the degree on a year-for-year basis) managing a customer service department for a government or healthcare payer, including but not limited to, managing a call center, managing an enterprise web chat customer service solution, administrative or program manager experience with substantial participation in the formulation, operation, and/or evaluation of customer services program Two (2) years of MMIS or government or private sector healthcare payer experience Five or more years of leadership or supervisory experience Experience working with the company's products and systems Experience working with all customer support areas Experience working with fax machines, computer software, and telephone technology Other Qualifications Strong business and analytical problem solving skills Strong communication skills Strong ability to multi-task and work independently Work Environment Office environment How to Apply Please go to our career site to let us know your salary expectation and directly connect with a hiring manager by following this link: Job Requirements:Demonstrate exceptional member service skillsDeliver extraordinary customer service to ensure member satisfactionCall from providers and members with excellent customer serviceAnalyze member complaints and inquiries from members/non-members and property managementCreate an exceptional member experience in the membersProvide exemplary member service that meet and exceed member expectationsAssist members with financial transactionsProviding outrageous member experiences with each member interactionAnswering member telephone requests and providing quality customer servicesAssist with general questions, member request or any member agencyFollow up calls with membersCommunicate available services to members and potential membersProvide quality customer service to members, potential members, and support teamProviding excellent customer service to guestsProviding excellent customer service and sales support while resolving all customer service issuesOpen and close member accountsSupport membership retention through member engagementRecommending other services/products to help memberProcess member transactions without errorAnswer member's loan questions

Keywords: Gainwell, Roseville , Provider and Member Services Director, Executive , Roseville, California