Senior Member Services Manager

University Health System- San Antonio; San Antonio (TX); On-site; USD 85,000 - 105,000; Full time

Job summary

Community First Health Plans oversees the Member Services TPA hotline for STAR and CHIP members, guiding staff and ensuring timely response to inquiries and complaints. The supervisor works with leadership to remove barriers and improve complaint handling, coordination with the member service resolution team and advocates to drive trends and tasks.

The role emphasizes compliance with HIPAA, NCQA standards, internal and external audits, and staff training to maintain privacy, integrity, and

Qualifications

• Bachelor's degree or four years of supervisory healthcare experience required.
• Strong customer service call center, enrollment and outreach experience.
• Bilingual English/Spanish preferred and able to communicate clearly.

Responsibilities

• Directs, supervises, and assists with the Member Services TPA hotline activities.
• Ensure compliance with HIPAA, NCQA standards, audits and policies.
• Coordinate with leadership to resolve STAR/ CHIP member complaints.
• Develop staff, monitor call center quality, and deliver reports as needed.

Skills

Supervisory experience

Customer service call center

Enrollment & outreach

MS Excel/Access

HIPAA compliance

Spanish language

Mainframe systems

ACD Phone Software

Education

Bachelor's degree in healthcare administration

Tools

Mainframe systems

ACD Phone Software

MS Excel

MS Access

Job description

Directs, supervises, and assists with the activities of the Member Services TPA hotline which includes STAR and CHIP members. Works with departmental leadership to improve any barriers that result in STAR and CHIP member’s complaint processes working closely with member service resolution team and member advocates that result in trends and/or other tasks that the unit is responsible for. Leads, manages and is responsible and knowledgeable for ensuring all aspects of all compliance/regulatory/contractual standards to include internal/external audits, Frew and the National Committee for Quality Assurance (NCQA) are abided. To include identifying of potential high-risk situations, providing documentation, timely response, and coordination with Community First departments including leading and organizing as needed meetings required to ensure that task is met. Ensures that all forms of member inquiries, correspondence, complaints (including service coordination), Initial Concern Complaints, and appeals are acknowledged, investigated, resolved, and responded in accordance with Community First Health Plans (Community First) policies, as well as abide by any accredited, organizations, federal and state regulatory entities. Ensuring that staff within the TPA unit are current by communicating any changes that occur. Supporting the other units within Member Services as needed and/or as directed by the Directors of Member Services. Responsible and accountable for ensuring that staff are knowledgeable in conjunction with collaborating and updating the department trainer for identifying gaps, refresher training and/or communicating any changes related to STAR and CHIP to include monitoring call center quality outcomes/needs to ensure all regulatory and/or contractually requirements are met. In addition to conducting analysis/deliverable reports upon request. Consistently supports compliance by maintaining privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to the applicable federal, state, and local laws and regulations, accreditation, and licenser requirements (if applicable), and CF policies and procedures. In addition, must be accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices to include the Health Insurance Portability and Accountability Act (HIPAA) related policies in regard to aspects of operations within Member Services.

EDUCATION/EXPERIENCE

Bachelor’s degree or a minimum of four years of supervisory work in health care administration, managed care; general health care industry which consists of strong customer service call center, enrollment, and outreach experience is required. At least 2 years experience developing staff, multiple mainframe systems, ACD Phone Software, and using MS software are required (heavy experience with excel or access is strongly preferred). Ability to speak, read, and write in both English and Spanish is strongly preferred. Preferred Strong experience in call center supervision, working with a special needs population, training, and being able to develop “Best Practices” talent.

LICENSURE

Valid Texas driver’s license is required may need to travel to Community First’s other office location to assist as needed.