Manager of Member Services

This is an exempt position with day-to-day management of Member Services. The candidate will be responsible for the continued growth and development of the team and maintaining organizational relationships relevant to improving efficient processes and practices within the department. The Manager of Member Services is responsible for supporting the Member Services Team in meeting the goals and daily objectives.

The candidate must have excellent communication (oral and written) skills, as the role involves presenting opportunities and collaboratively working within other key functional areas of SIHO.

Brief Description of Duties:          

• Management of SIHO’s Commercial Member Services Representatives and Sr Member Services Representatives staff in each SIHO office locations. This includes, but is not limited to,recruitment, interview, selection, training, development, and attendance tracking
• Daily oversight of queue performance, ensuring service level agreements (SLAs), coverage, and metrics exceed expectations. Collaborate with other departments to improve SIHO’s Member Experience
• Resolve and respond to escalated inquiries from SIHO members and providers
• Contribute and support strategic plans to ensure SIHO members and providers satisfaction.
• Oversee the SIHO development, implementation, and ongoing maintenance of Member Services systems, policies, and procedures.  
• Oversee department's activities, including responses to customers and detailed documentation of customer inquiries.
• Inspire and facilitate department culture aligning with SIHO’s mission
• Develop, maintain, and report statistical measurements assessing the effectiveness of SIHOs’ Member Services functions.
• Collaborate on Representative coaching and professional development with input from the Policy & Resource Coordinator and Training Coordinator
• Complete  daily, weekly, quarterly, and annual metrics reports and track incentives
• Other duties as assigned based on business needs

Minimum Skills Requirement:

• Demonstrated ability to successfully lead and motivate people and their varying skill levels
• Effectively influences and communicates SIHO’s desired goals and metrics
• Experience in health plan management with an emphasis on customer service.
• B.S. Degree, or equivalent work experience in a management position in a healthcare setting
• Experience and demonstrated success in call center environments
• Experience in customer service
• Excellent communication (writing and speaking) skills. Ability to deliver clear guidelines to all members of staff and management
• Ability to produce excellent work and manage a team with tight deadlines
• Demonstrated knowledge and understanding of PC word processing and spreadsheet software