Summary:

This position is to provide service and support to our managed care customers through verbal or written communication. This position acts as the primary liaison both telephonic and in-person between all members and the plan.

• Assists in training new Member Services Representatives on job specific roles and responsibilities
• Handles escalated calls
• Serves as floor and general supervisor; directing phone flow and taking representative questions to help with call management
• Delegates work to Representatives as needed
• Monitors Representatives for quality and training purposes
• Handles system emergencies with direction from IT department and/or appropriate vendor
• Assists with Representative task assignments in the Manager's absence
• Assists in disseminating information to staff as needed
• Monitors call traffic and makes adjustments based on call center traffic patterns
• Performs other related duties and special projects as requested
• All other duties assigned by management
• Collaborate with and maintain open communication with all departments within CHRISTUS Health to ensure effective and efficient workflow and facilitate completion of tasks/goals
• Follow the CHRISTUS Guidelines related to the Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)

Requirements:

• High School Diploma

Work Type: 

Full Time