Associate Manager HME Customer Service

Banner Health is a healthcare organization seeking an Associate Manager for its HME Customer Relations team. The role supervises client services center operations, manages staffing and workflows, ensures regulatory compliance, monitors service effectiveness, and develops customer service employees.

Responsibilities:

• Hires, trains, conducts performance reviews, as well as plans and supervises the day-to-day workflow for the department staff. This includes ensuring the staff complies with federal and state regulations, including HIPAA and ERISA
• Supervises the client services center to ensure customers receive appropriate, timely and accurate information pertaining to the benefit programs, including care coordination, contracted providers, related services, enrollment requirements, as well as utilization review, prior authorization, and claims and contract management
• Partners with management to monitor and evaluate call statistics to ensure appropriate and adequate coverage for the staff. This includes generating departmental reports to track customer service effectiveness, efficiency, productivity, and quality of the client services staff, as well as coordinating work activities to meet operational requirements and achieve customer satisfaction
• Participates in the development and maintenance of department policies, procedures and standards in conjunction with organizational standards
• Supervises customer service calls to observe staff demeanor, accuracy and conformity to departmental guidelines and procedures. Ensures excellent services levels to all client service center stakeholders
• This position has direct accountability for the organization’s client services department, which entails working with all facilities, employees, departments and key constituents to ensure efficient operations. Customers include the plan administration provider community, employee members and their dependents, physician office staff, allied health professionals and related entities, departments and programs

Requirements:

• Requires a level of business and clinical knowledge as normally obtained through the completion of an Associates degree in healthcare, business, or related field
• Three to five years experience in a high volume call center
• One to two years experience leading and/or supervising a team
• Must have excellent oral, written and interpersonal communication and customer service skills to effectively interact with internal and external customers and client services team, as described above
• Must have a working knowledge of personal software packages to create and generate reports, as well as retrieve and track reporting data
• Must be results oriented and able to independently supervise multiple processes and activities simultaneously in a fast-paced environment
• Additional related education and/or experience preferred