Manager Customer Accounts

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Job SummaryThe Manager Customer Accounts oversees the operational and production activities that supports enrolling customers and maintaining their enrollment and financial data. The incumbent focuses on planning initiatives such as process standardization, staffing alignment and production matrices, improvement projects and controls, and operational performance reporting to ensure membership enrollment, renewal, and financial processing objectives adhere to all performance and quality requirements.

Requirements

EDUCATION
Bachelor’s degree in Business, Management, Human Resources, Healthcare, or related field. In lieu of degree, five (5) years' leadership experience will be considered.

EXPERIENCE

Minimum seven (7) years' operational experience, preferably in member enrollment, customer account, or membership financial. OR applicable Masters in related field with minimum five (5) years' experience.

Minimum two (2) years' operational leadership experience (role, team and/or project management).

Health insurance industry experience preferred.

ESSENTIAL SKILLS & ABILITIES

Leadership

Amysis

Customer Service Workstation

Rx Connect

POWER

Claims Processing

Quality Assurance (QA)

Problem Solving

Microsoft Word & Excel

Analytical Ability

Highly Organized

Oral & Written Communication

Professional Judgment

Skills• Active Listening • Activity Coordination • Analyze Information • Coaching Others • Continued Learning • Critical Thinking • Customer Service • Decision Making • Employee Engagement Strategies • Evaluating Information • Interpersonal Communication • Interpersonal Relationships • Management Techniques • Monitor Processes, Materials, or Surroundings • Oral Communications • Personnel Planning • Problem Solving • Service Oriented • Systems Analysis • Time Management • Written Communication

Responsibilities• Develops solutions to organizational and operational problems, responsible for organizational management (development, staffing, and conflict-resolution), and allocating resources. • Develops standards, schedules, priorities, guidelines, processes, measurement (evaluation) systems, and performance management standards to ensure all standards for timeliness and quality of service performed meet all regulatory expectations. • Implements operational goals and objectives for a range of complex departmental, divisional, and/or company-wide responsibilities and overall functions in which several projects and programs may be in progress with simultaneous, multiple resources and participants involved. • Manages the hiring, coaching/training, employee development and performance management of assigned team.  • Provides leadership and expertise in the development of future long range and short-term planning initiatives and overall goals, objectives, and priorities for the department; recommends and establishes objectives and strategies for future operations and special projects to achieve these overall goals, objectives, and priorities

Certifications

Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment TypeRegular

ADA Requirements

1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.