Care Advocate Manager

Socket.dev; McAllen (TX); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Loan forgiveness

Generous PTO

Health, Dental, Vision

401(k) with company match

SoFi student loan

Career development

Job summary

Prominence Health in the UHS family seeks a Call Center Manager to lead a high-performance team, drive accountability, coaching, and engagement, and exceed KPI benchmarks with member and provider feedback.

You will apply data-driven planning, staffing projections, and technology changes, while building cross-organizational partnerships and enhancing patient and member experiences within a fast-paced, growth-oriented environment.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of call center customer service experience with de-escalation and resolution skills.
• Management experience including hiring, firing, coaching and training.
• Positive attitude and compassion for members.
• Strong leadership, clear communication, accountability and ability to handle difficult conversations.
• Customer service foundation: empathy, active listening, teamwork.
• Expertise in software implementations and technology adoption.
• Flexibility to meet night/weekend work demands.
• Growth mindset in a fast-paced environment.
• Understanding of medical/health care terms.
• Knowledge of State and Federal health insurance regulations.
• Previous call center management experience preferred.
• Experience reviewing data to identify trends and opportunities.
• Excellent verbal and written communication, public speaking and training.
• Ability to communicate in English.
• Knowledge of MS Office, Outlook, Workforce Management and budget/time attendance systems.
• Strong process improvement to drive efficiency.
• Ability to optimize teams, roles and technology.
• Understand how to separate and combine tasks into efficient workflows.
• Data analytics, visualizations and narrating complex data.
• Finds and establishes internal operating relationships.
• Distills complex processes into simple workflows and eliminates redundancies.

Responsibilities

• Lead and develop a high-performance call center management team.
• Foster accountability, coaching and employee engagement.
• Surpass KPI benchmarks while incorporating member and provider feedback.
• Incorporate data-driven decisions including staffing projections, technology and operations.
• Cultivate cross-organizational partnerships through clear communication and transparency.
• Balance people, technical know-how and strategic skills to grow membership and integrate systems.

Skills

De-escalation skills

Leadership

Customer service

Communication

Data analytics

Time management

Problem solving

Coaching & training

English proficiency

Public speaking

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Outlook

Workforce Management

Budgeting software

Job description

Responsibilities

Prominence Health is a value-based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. Prominence Health creates value for populations and providers to strengthen integrated partnership, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health started as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. Prominence Health is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience.

Learn more at: https://prominence-health.com/

Job Summary

The Call Center Manager will lead and develop a high-performance, call center management team and workforce. Will foster a culture of accountability, emphasizing people and performance management, coaching and development, and employee engagement. Skilled in contact center and long-term development execution. Will surpass KPI benchmarks while incorporating member and provider feedback. Incorporate data-driven decision requests and planning, including staffing projections, technology, and operational changes. Will cultivate across the organization partnerships through clear communication and transparency. Through the balance of people, technical know-how, and strategic skills will grow the membership and integrate our systems.

Benefit Highlights

• Loan Forgiveness Program
• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries! · More information is available on our Benefits Guest Website: benefits.uhsguest.com

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Qualifications

Qualifications and Requirements

• Bachelor's degree or equivalent experience.
• At least five years of experience in call center customer service with proven ability to de-escalate situations and provide resolution to customer issues.
• Management experience including hiring, firing, employee coaching and training.
• An unwavering positivity and compassion for our members.
• Strong leadership skills and practice including role clarity, clear communication, honesty, accountability of yourself and your team and a track record of having difficult conversations with positive results.
• A strong foundation of customer service skills including empathy, active listening, resourcefulness in problem solving and teamwork.
• Expertise in software implementations, technology adoption and the understanding of which tools work best to meet the needs of the organization.
• Flexibility to meet the changing demands of the business that may require night and weekend work.
• The appetite for growth, learning and working in a fast-paced, challenging environment.
• An understanding of medical and health care terms.
• Knowledge of State and Federal regulations as they pertain to the health insurance industry.
• Previous call center management experience preferred.
• Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.
• Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
• Ability to effectively communicate in English, both verbally and in writing.
• Knowledge of various computer systems including all Microsoft Office systems, Outlook, Workforce Management and budgetary, time and attendance software systems.
• Strong processes improvement skills necessary to drive operational efficiency.
• Knows how to optimize teams, roles and technology.
• Understands how to separate and combine tasks into efficient work flow
• Data analytics, visualizations and creating an understandable narrative from complex data sets.
• Finds and establishes internal operating relationships
• Ability to distill complex process into simple work flows and eliminate redundancies

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Avoid and Report Recruitment Scams

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.