Providence Health & Services Senior Manager Customer Service Operations in Oregon
Providence St. Joseph Health is calling a Senior Manager Customer Service Operations to our location in Beaverton, OR. This position will be a hybrid remote role and will require travel on occasion if you are not within the Beaverton, OR area.
We are seeking a Senior Manager Customer Service Operations who will lea 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). In addition, this leader will support and mentor Exempt and Non-Exempt support staff in various roles. Demonstrated knowledge and expertise with coordinating Quality Improvement initiatives, resolution of claims and enrollment issues, and rapid identification of customer service production and resource issues.
CRITICAL TASKS AND RESPONSIBILITIES
Establish priorities and have direct oversight of tasks to improve day to day operations and responses to organizational, workflow, technology, quality, and other initiatives to provide optimal service to Members, Providers, Employer representatives, CMS, and various State-specific agencies.
Develop a work environment that supports employees and productivity by providing the tools, work space, training, and appropriate staffing levels to foster TEAM cohesiveness, efficiency, effectiveness, and positive morale.
Embrace the role of 'Change Agent' by facilitating and leading organizational changes necessary to move the entire team in the right direction. Boundaries, jobs and tasks will need to be altered as circumstances dictate.
Represent Customer Service Operations in the many cross-functional committees regarding strategic and tactical initiatives. Must feel comfortable being the "voice" of the Member when making decisions.
In this position you will have the following responsibilities:
Lead the multi-channel Customer Service Operations team to optimal levels of success.
Achieve organization's performance standards for telephone average speed of answer, email/chat turnaround times, and ensure accurate, compassionate and professional communications with our customers.
Prepare and manage budget for specific cost-center in concert with Senior Director, Customer Service Operations.
Lead the coordination and allocation efforts for all work related to department Quality Improvement activities, special projects, and staffing analyses.
Provide a supportive, TEAM-based environment that facilitates group decision making and employee empowerment.
Evaluate staff performance and initiate personnel actions such as hiring, merit increases, probationary and periodic reviews, promotions, transfers between teams, and disciplinary actions.
Foster professional, working relationships with peers, leaders and all other Providence Health Plan (PHP) staff as needed.
Collaborate with PHP staff with Product development initiatives, Benefit changes, various system upgrades/conversions/implementations,while serving as Champion for a positive Member Experience.
Required qualifications for this position include:
8 years relevant and transferable leadership experience in health plan or related field.
5 years demonstrated experience with managing projects with diverse team members.
Excellent collaboration and team building skills.
Effectively coaches and delivers constructive feedback.
Effective conflict management skill
Preferred qualifications for this position include:
Bachelor's Degree in Social Sciences, Business, Public Policy, Humanities or other relevant program -OR- equivalent work experience will be considered in lieu of education.
4 years working knowledge of Cognizants' Facets platforms and services.
1 year demonstrated experience navigating Behavioral Health benefits and policies.
2 years demonstrated success and relationship building with BPOs and other offshore/onshore partners.
Demonstrated knowledge of Health Plan operations, project management, and the Facets system
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 comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. 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.
Job Category: Non-Clinical Lead/Supervisor/Manager
Other Location(s): Oregon
Req ID: 329191