Member Services Manager is responsible for daily activities in the member services function for a health plan or health maintenance organization (HMO). Collects data on member inquiries and service requests and conducts analysis to identify trends and recommend solutions. Being a Member Services Manager ensures service representatives follow established policies for addressing member inquiries and meet service quality goals. Manages the recruitment, hiring, training, scheduling, and performance management of staff. Additionally, Member Services Manager requires a bachelor’s degree. Typically reports to a head of unit/department. The Member Services Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Member Services Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Member Service Manager Job Description Template
Our company is looking for a Member Service Manager to join our team.
Responsibilities:
- Have a solid understanding of our service offerings so you’re able to investigate and resolve member questions;
- Accountable for member/provider satisfaction, retention, and growth by delivering outstanding member service;
- Review reporting and data for trends and identify opportunities for improvement;
- Develop, motivate, evaluate, and coach team on work procedures, proper call handling and teamwork delivering excellent customer service;
- Listen to live calls and call recordings to provide feedback to Guides and assure quality;
- Develop training materials, call scripts, and job aides;
- Review call data and prepare management reports summarizing team performance and insights on member needs;
- Achieve business results and strive to continuously improve for our customers;
- Lead a high performing team of Guides who provide support to Members, Providers, and Brokers.
Requirements:
- You have a minimum of 5 years of experience in a customer serving atmosphere, including at least 3 years in a management role;
- Strong leadership experience in a metrics driven environment, contact center metrics;
- Health insurance experience with solid understanding of claims and benefits (Medicare Advantage a plus);
- Ability to work in a start-up, fast-paced environment;
- Ability to work in a start-up, fast-paced environment.