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Supervisor Service Operations - Contact Center Health Plans

Providence Health & Services


Location:
Beaverton, OR 97075
Date:
05/14/2020
2020-05-142020-06-13
Categories:
  • Customer Service
  • Healthcare
  • Management
  • Construction / Skilled Trades
  • Accounting
  • Administrative / Clerical
Providence Health & Services
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Job Details

**Description:**
**Providence St. Joseph Health** **is calling a** **Supervisor Service Operation - Contact Center** **to our location in Beaverton, OR.**
We are seeking a Supervisor Service Operations - Contact Center to lead a professional team of Customer Service agents responsible for servicing Member and Provider telephone, chat and email inquiries for various lines of business. Must possess a well-rounded and diverse level of product expertise including one or more of the following: Medicare & Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded). Demonstrated knowledge and expertise with supporting Quality Improvement initiatives, resolution of claims and enrollment issues, and rapid identification of customer service production and resource issues related to resource and staffing deficiencies.
In addition, the Supervisor should possess a strong working knowledge of applicable Regulatory requirements regarding accurate and timely claims processing, State, Federal and Regulatory inquiry response times, member enrollment and materials distribution, member status change transactions, group and individual premium billing, premium reconciliation, and delinquency and collection processes. This critical, front-line leader must foster effective working relationships with vendors, consultants and other PHP staff in performing their duties. Performs a key leadership role in providing a supportive, team-based environment.
**In this position you will have the following responsibilities:**
+ Telephone average speed of answer (ASA) and % of calls answered within agreed upon SLAs and applicable contractual requirements. This includes CMS and OHP specific requirements.
+ Call Quality measurements.
+ Ensure chat and Email response times meet internal and external best-practices, SLAs and applicable contractual requirements including CMS and OHP.
+ Staff mentoring, development and training.
+ Attrition rate maintenance and reduction.
+ Lead and support a designated, line of business specific Customer Service Operations Team for Providence Health Plan.
+ Supervise coordination of all work, quality improvement activities, projects, objectives, and staffing of the department by working with direct manager.
+ Evaluate performance and initiate personnel actions such as talent acquisition, Annual increases, probationary and periodic reviews, promotions, transfers between teams, and other tasks in concert with Human Resources as needed.
+ Foster professional, working relationships with peers, leaders and all other Providence Health Plan (PHP) staff as needed.
+ Provide a supportive, TEAM-based environment that facilitates group decision making and employee empowerment.
+ Collaborate with PHP staff with Product development initiatives, Benefit changes, various system upgrades/conversions/implementations,while serving as Champion for a positive Member Experience.
+ Create, maintain and foster collaborative relationship with Workforce Management Analyst (WFMA) to ensure all scheduling, forecasting and contact center requirements are met on a daily and ongoing basis. If applicable and as needed, serve as backup to WFMA.
**Qualifications:**
**Required** **qualifications for this position include:**
+ Bachelor's Degree in Business Management, Healthcare Administration, Accounting plus 4 years management/industry experience or;
+ Associate's Degree with 6 years related management/industry experience OR 8 years related management/industry experience.
**Preferred qualifications for this position include:**
+ 1 year customer service background in managed care environment.
+ Experience in project management methods.
+ 1 year demonstrated experience in navigating Behavioral Health benefits and policies.
**About Providence in Oregon.**
As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.
The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as **acknowledging** and welcoming each visitor, **introducing** ourselves and Providence, **addressing** people by name, **providing** the duration of estimated wait times and **updating** frequently if timelines change, **explaining** situations in a way that puts patients at ease, carefully **listening** to their concerns, and always **thanking** people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple,
"Providence will provide the best care and service to every person, every time."
Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.
**We offer a full comprehensive range of benefits - see our website for details**
http://www.providenceiscalling.jobs/rewards-benefits/
**Our Mission**
As expressions of Gods healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
**About Us**
Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
**Schedule:** Full-time
**Shift:** Day
**Job Category:** Non-Clinical Lead/Supervisor/Manager
**Location:** Oregon-Beaverton
**Req ID:** 257408
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