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Manager, Customer Support

Arcadia

Rockford, IL (Remote)

#

Position summary

phone reports for internal staff

  • Assist team with questions through IM, phone and email

  • Understanding of different programs used in the department

  • Conduct meetings with staff

In 6 months

- Generate BH call statistics and report to departments, as needed

  • Interaction with other teams at a higher level through meetings and other communication

  • Monitor all phone queues

In 12 months

- Suggest and produce job aids and departmental P&Ps

  • Enhance workflows and understand the overall outcome

  • Handle various Senior Manager responsibilities when manager is away, or when backup is needed.

What You'll Be Doing

  • Maintain and improve department and individual call quality at 95% or above, ensuring AHT between 5 and 7 minutes is met, along with BH and individual IPA special standard requirements through report monitoring.
  • Preparing and completing action plans
  • Ensure proper phone coverage in all phone skills
  • Troubleshooting phone and computer system issues through communication with IT and current phone vendor control center.
  • Running reports as requested to complete various monthly reporting statistics for internal departments along with external customers.
  • Manage incoming emails and voicemails, ensuring all are responded to within 24 business hours
  • Schedule and participate in team meetings, lead/auditor meetings and attend operational meetings as requested.
  • Assessing and assigning workflow, coaching, counseling, disciplining employees, communicating job expectations, conducting performance conversations/reviews.
  • Coordinate operational activities alongside departments and managers.
  • Maintain and communicate yearly holiday phone hours in current phone system, with CBM’s and HMOI.
  • Monthly one-on-ones with leads.
  • Work along side with phone vendor for creation of new phone queues.  Assign and deactivate users.
  • Conduct interviews

What You'll Bring

  • Minimum of 2 years lead or supervisory experience in managed care HMO Medical insurance, Client Services or other related health care positions
  • Must have intermediate to advanced knowledge with Word, Excel, and Access
  • Must be organized, self-motivated, detail oriented, disciplined and a team player
  • Demonstrates the ability to mentor staff and multi-task with minimum supervision and the ability to prioritize appropriately
  • Ability to meet deadlines
  • Strong written and oral communication
  • Fluent in English and Spanish preferred

Would Love For You To Have

  • HMO Managed care Medicare Advantage experience
  • High volume call center experience

What You'll Get

  • Competitive compensation
  • Great benefits like flextime time off
  • Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
  • A flexible, remote friendly company with personality and heart
  • Join a high performing team who brings all data into one of the top Healthcare Analytics companies in the US
  • Employee driven programs and initiatives for personal and professional development
  • Be a member of the Arcadian and Barkadian Community

About Arcadia

https://Arcadia.io helps innovative healthcare systems and health plans around the country transform healthcare to reduce cost while improving patient health.   We do this by aggregating massive amounts of clinical and claims data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time.  We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as the market leader in the highly competitive population health management software and value-based care services markets, and we have been recognized by industry analysts KLAS, IDC, Forrester and Chilmark for our leadership. For a better sense of our brand and products, please explore our website, our online resources, and our interactive Data Gallery.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties.  For any security-specific roles, the responsibilities would be further defined by the hiring manager.

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