Under the supervision of the Member Services Department Manager, this position is responsible for the delivery of superior customer service by ensuring calls are answered efficiently and effectively throughout the day. Responsible for recruiting, hiring, training, coaching, and mentoring representatives and conducting meaningful performance reviews. Resolving escalated calls, dispatching supervisory calls, and assisting Member Services Representative with any client related questions. Works with other departments to confirm that member needs are being met and determines trends in member issues. Oversees the receipt of requests for information, and complaints from members to identify additional training opportunities. Monitors call volume and department staffing to ensure all Service Level Agreements (SLAs) are within acceptable compliance levels per state and federal regulations. Monitor Member Services Representatives on calls to verify timely, accurate, and complete responses. Participate in improvement initiatives to increase overall call handling efficiency within the department. Additional responsibilities to include balancing workloads, assisting with establishment of structure and standardization, creation and updating of departmental policies and process and implementation and maintenance of oversight within the Member Services Department.
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.