Manager, Health Operations
Apply NowCompany: American Foreign Service Protective Association
Location: Hyattsville, MD 20783
Description:
Job Type
Full-time
Description
AFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
*A resume and a cover letter are is required for consideration. Application submissions without a resume and cover letter included will be automatically disqualified from consideration.*
Compensation for this position ranges from $90K to $101K, depending on qualifications and experience..
AFSPA offers an excellent benefits package, including up to 13 vacation days, 13 sick days, and 2 personal days annually, along with 10 paid federal holidays. All full-time employees are eligible for health, dental, and vision insurance (single and family) and life insurance starting the month following their start date. A generous 401(k) plan with employer match is also available after one year of employment.
Hybrid work schedule until otherwise notified.
Hybrid work schedules are based on business needs and may require you to work in the office up to four days per week.
Summary: Manage the operations of the Health Call Center Team.
Duties and Responsibilities
Duties & responsibilities include, but are not limited to the following:
Lead team meetings, coach, and motivate team members.*
Liaise with Aetna (medical plan provider) and ESI (pharmacy benefit manager) on the resolution of member issues, staff feedback/performance issues, etc.*
Work with other management team members to lead and develop the FSBP member service call center objectives, prioritizing member satisfaction and call center efficiency.*
Analyze call center data and prepare reports for upper management
Evaluate staff effectiveness and performance bi-annually and annually. Review and monitoring of staff performance. Appraising performance; rewarding and disciplining employees.
Other duties as assigned.
Requirements
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B. A.) from a four-year college or university and two years of supervisory experience in a customer service setting and at least two years in a role that involved direct interaction with the Foreign Service Benefit Plan (FSBP) (e. g. administrator or insurance provider working with AETNA or ESI). Alternatively, candidates should have five years of front-line experience in a health care customer service setting and at least two years of supervisory experience within the Foreign Service Benefit Plan.
Work Location:
The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management's sole discretion.
Full-time
Description
AFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.
*A resume and a cover letter are is required for consideration. Application submissions without a resume and cover letter included will be automatically disqualified from consideration.*
Compensation for this position ranges from $90K to $101K, depending on qualifications and experience..
AFSPA offers an excellent benefits package, including up to 13 vacation days, 13 sick days, and 2 personal days annually, along with 10 paid federal holidays. All full-time employees are eligible for health, dental, and vision insurance (single and family) and life insurance starting the month following their start date. A generous 401(k) plan with employer match is also available after one year of employment.
Hybrid work schedule until otherwise notified.
Hybrid work schedules are based on business needs and may require you to work in the office up to four days per week.
Summary: Manage the operations of the Health Call Center Team.
Duties and Responsibilities
Duties & responsibilities include, but are not limited to the following:
Lead team meetings, coach, and motivate team members.*
- Supervise a team of up to five Health Benefit Officers to include managing schedules, overseeing performance, and offering constructive feedback.
- Lead a team of up to five Telephone Supervisors through planning, assigning, and directing of work.
- Help establish individual performance goals, staff development, addressing complaints and resolving problems.
- Assist in the interviewing and hiring of all the health telephone team.
- Develop and implement strategies for keeping the team motivated, providing support to HBOs and supervisors when needed, and fostering a positive work environment to maintain high morale.
Liaise with Aetna (medical plan provider) and ESI (pharmacy benefit manager) on the resolution of member issues, staff feedback/performance issues, etc.*
- Ensure the health telephone team accreditation standards are current and in practice.
Work with other management team members to lead and develop the FSBP member service call center objectives, prioritizing member satisfaction and call center efficiency.*
- Regularly review quality and performance metrics with staff and other teams, i.e., Direct Billing & Correspondence, and Research to share performance information and develop guidelines to develop career paths.
- Collaborate with the training department to identify gaps in HBO and supervisor skills and help enhance the training program.
Analyze call center data and prepare reports for upper management
- Review, monitor, and report on call center performance (telephone system and staff)
- Review and update phone team policies and procedures.
Evaluate staff effectiveness and performance bi-annually and annually. Review and monitoring of staff performance. Appraising performance; rewarding and disciplining employees.
Other duties as assigned.
Requirements
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's degree (B. A.) from a four-year college or university and two years of supervisory experience in a customer service setting and at least two years in a role that involved direct interaction with the Foreign Service Benefit Plan (FSBP) (e. g. administrator or insurance provider working with AETNA or ESI). Alternatively, candidates should have five years of front-line experience in a health care customer service setting and at least two years of supervisory experience within the Foreign Service Benefit Plan.
Work Location:
The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management's sole discretion.