Manager, Member Experience & Service Excellence

TCH Medical Center; Bellaire (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

TCH Medical Center in Texas is seeking a Manager of Member Services to lead a fast-paced call center serving a diverse membership and provider community. You will oversee a high-performance team and ensure outstanding service, cultural sensitivity, and compliance with accrediting and regulatory standards.

Responsibilities include evaluating staff development and customer service results, redesigning processes for efficiency, interviewing and hiring, and guiding outreach about pediatric health

Qualifications

• 6 years’ experience as a team leader or supervisor in Member Services or related areas.
• Bachelor’s degree may substitute four years of experience.
• High school diploma or GED required.

Responsibilities

• Advocate for external customers by collaborating with other department managers.
• Develop and implement training strategies to support quality objectives.
• Ensure compliance with regulatory and accrediting requirements (e.g., TDI, HIPAA, CMS).
• Interview, assess, and select candidates for hire.
• Participate in outreach activities to educate the community about pediatric health plan options.
• Ensure department meets JCAHO and CAP requirements and aligns with the integrated delivery system.

Skills

Staff development

Training strategies

Regulatory compliance

Interdepartmental collaboration

Customer advocacy

Education

Bachelor's degree preferred

High school diploma or GED required

Job description

TCH Medical Center in Texas is seeking a Manager of Member Services to lead a fast-paced call center serving a diverse membership and provider community. You will oversee a high-performance team and ensure outstanding service, cultural sensitivity, and compliance with accrediting and regulatory standards.

Responsibilities include evaluating staff development and customer service results, redesigning processes for efficiency, interviewing and hiring, and guiding outreach about pediatric health