| Job Information |
Health Care industry experience is preferred. Bilingual professionals are greatly desired.
The Member Services Team Manager is responsible for the development, implementation, enhancement and
support of call center systems, technologies and strategies. Oversees the daily operations of all Member Services
Department functions; ensures activities run smoothly and efficiently; promotes the image of the company in a
professional and positive manner; provides supervision, guidance, coaching, recognition, motivation and training
to department personnel; participates in marketing campaigns and product launches; attains sales, quality control
and customer service goals. Performs direct supervisory duties of department staff and coordinates staff for
coverage in all related areas.
Position Responsibilities:
• Daily supervision of a team to meet departmental and corporate objectives to ensure that all member,
provider and prospect inquiries and issues are resolved in timely manner
• Works with management to assure that team is properly staffed based on daily and hourly schedules daily
and hourly to meet variable inbound and outbound call volume demands
• Provides management oversight to assure that team members are in adherence with established
departmental schedules and company policies
• Monitors and evaluates inbound/outbound calls and provides coaching to improve service quality,
performance and productivity
• Provides ongoing performance feedback and formal team member evaluations
• Intervenes and takes escalated calls to answer and resolve questions and issues
• Monitors call queues and staffing to assure that member calls are answered within the established service
levels for the team and call center
• Assures that team members have access to the systems and tools necessary to provide member related
services
• Assures that team member provide all call center services in compliance with regulatory and business
policies and procedures
• Identifies and recommends process improvement opportunities to improve productivity, performance
and customer satisfaction
• Other duties as assigned
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