Member Services Manager is responsible for daily activities in the member services function for a health plan or health maintenance organization (HMO). Collects data on member inquiries and service requests and conducts analysis to identify trends and recommend solutions. Being a Member Services Manager ensures service representatives follow established policies for addressing member inquiries and meet service quality goals. Manages the recruitment, hiring, training, scheduling, and performance management of staff. Additionally, Member Services Manager requires a bachelor's degree. Typically reports to a head of unit/department. The Member Services Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Member Services Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)
ECU Health
About ECU Health
ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.
The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children's Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.
Position Summary
Responsibility, accountability and decision-making authority for facilitating the implementation of systems, programs and strategic initiatives that advance Patient Access Services capability for designated ECU Health hospital or ECU Health Medical Group's (ECUHMG) ambulatory clinics that are aligned with ECU Health's access system across the continuum, mission, and strategic objectives. Provides input for the function goals and strategies. Develops and aligns strategies, initiatives, supporting infrastructure, and budgets that enable function to achieve results that align with established goals to create and sustain operational excellence. Communicates department objectives to staff to ensure understanding of goals and their alignment. Oversees department initiatives and operations, including staff, budget, and vendor management. Measures effectiveness and take steps to ensure continuous improvement of department performance. Facilitates change to advance the organization and uses resources and operational practices to drive execution of plans. Ensures that policies, procedures and practices are followed to support a safety culture, evidence based care, high reliability, performance improvement and transparency. Accountable for a positive organizational culture in decision making and performance management to influence work attitudes and enhance job satisfaction. Member of entity management teams and functions as a key liaison between the leadership teams, staff and physician partners of the health care facility and programs.
Minimum Requirements
Requirements
Preferred Requirements
Master's Degree
Other Information
General Statement
It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.
Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.
We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.
Contact Information
For additional information, please contact:
Tara Gray, Talent Acquisition Manager
ECU Health Talent Acquisition
Email: Tara.Gray@ecuhealth.org