Summary:

This position is to provide service and support to our managed care customers through verbal or written communication. This position acts as the primary liaison both telephonic and in-person between all members and the plan

• Assists in training new Member Services Representatives on job specific roles and responsibilities
• Handles escalated calls
• Serves as floor and general supervisor; directing phone flow and taking representative questions to help with call management
• Delegates work to Representatives as needed
• Monitors Representatives for quality and training purposes
• Handles system emergencies with direction from IT department and/or appropriate vendor
• Assists with Representative task assignments in the Manager's absence
• Assists in disseminating information to staff as needed
• Monitors call traffic and makes adjustments based on call center traffic patterns
• Performs other related duties and special projects as requested
• All other duties assigned by management
• Collaborate with and maintain open communication with all departments within CHRISTUS Health to ensure effective and efficient workflow and facilitate completion of tasks/goals
• Follow the CHRISTUS Guidelines related to the Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI)

Requirements:

• High School Diploma or equivalency required

Work Type:

Full Time

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About CHRISTUS Health

CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.

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https://careers.qualityforum.org/jobs/18073520/member-services-representative-lead