Manager of Member Services

Overview

Ready to create a healthier world? We are ready for you! Personify Health is on a mission to simplify and personalize the health experience to improve health and reduce costs for companies and their people. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

Responsibilities

Who are you?

 

Responsible for management of the Member Service department, including staff supervision, monitoring, reporting, analysis, and coordination of customer service functions for members, groups/clients.

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Direct call center operations by monitoring system performance; identify and resolve problems; audit and analyze staff performance; prepare and complete action plans; assist in managing system and process improvement and quality assurance programs.
• Supervise department personnel including interviewing, hiring, and training employees; plan, assign, and direct work; appraise performance; recommend rewards and discipline for employees; address complaints and resolve problems.
• Manage the delivery of customer service that promotes exceptional levels of member/group/client satisfaction.
• Review various reports, including trends and analysis of service and adjudication activities; present issues and ideas to executive management for enhancement of overall call center operations.
• Establish work procedures and processes that support Company and departmental standards, procedures, and strategic directives.
• Communicate and implement any organizational changes, policies, procedures or information updates to staff.
• Use appropriate judgment in upward communication regarding department or employee concerns; work with senior staff on customer service related issues.
• This role requires occasional travel, approximately 10% annually (1–2 trips per year).
• All other duties as assigned.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Qualifications

What you bring to the Personify Health team:

 

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Bachelor’s degree in business administration or related degree preferred.
• Minimum of 5 years’ experience supervising and/or managing a call center in a healthcare environment, or an equivalent combination of education and experience.
• Extensive knowledge of call center operations and customer service delivery.

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Excellent interpersonal and communication skills; strong customer orientation; good time management skills; highly organized.
• Computer proficiency and working knowledge of Microsoft Office Suite.
• Ability to lead and motivate employees.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

 

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

 

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $70,000 to $80,000 annually. Note that compensation may vary based on location, skills, and experience. This position is eligible for a member services target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.

 

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.

 

#WeAreHiring #PersonifyHealth

 

Beware of Hiring Scams: Personify Health will never ask for payment or sensitive personal information such as social security numbers during the hiring process. All official communication will come from a verified company email address. If you receiv