Associate Manager, HME Customer Service
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Job Description
Associate Manager overseeing Banner Health’s HME customer service center. Supervising teams, monitoring call operations, and improving healthcare support workflows.
Responsibilities:
- Supervise the day-to-day operations of the client services center
- Hire, train, conduct performance reviews, and plan and supervise department staff workflow
- Ensure staff compliance with federal and state regulations, including HIPAA and ERISA
- Supervise customer service delivery regarding benefit programs, care coordination, contracted providers, enrollment requirements, utilization review, prior authorization, claims, and contract management
- Monitor and evaluate call statistics and generate departmental reports tracking effectiveness, efficiency, productivity, and quality
- Coordinate work activities to meet operational requirements and achieve customer satisfaction
- Develop and maintain department policies, procedures, and standards
- Supervise customer service calls for staff demeanor, accuracy, and conformity to guidelines
- Collaborate with facilities, employees, departments, and key constituents to ensure efficient operations
Requirements:
- Associate's degree in healthcare, business, or related field
- Three to five years of experience in a high-volume call center
- One to two years of experience leading and/or supervising a team
- Excellent oral, written, interpersonal communication, and customer service skills
- Working knowledge of personal software packages to create and generate reports, and retrieve and track reporting data
- Ability to supervise multiple processes and activities simultaneously in a fast-paced environment
- Additional related education and/or experience preferred
- Ability to work Monday through Friday, 9AM to 6PM, with occasional holiday or weekend coverage
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