Manager, Member Services

Job Summary :

The Manager, Member Services serves as the primary point person ensuring that business operations - including Enrollment, Call Center, Grievance and Appeals, and others, are working effectively to provide a high quality customer experience while meeting the requirements of the state contract.

Essential Functions :

• Support initiatives aimed at improving member experiences, retaining existing membership, and increasing enrollment.
• Continuous review and improvement of business process workflows.
• Lead Member Advisory Councils, including identifying appropriate locations, membership, and content, in order to provide meaningful and actionable member feedback.
• Utilize formal and informal meetings to gather information and provide feedback and developmental ideas to staff members.
• Evaluate, propose and develop ongoing and existing staffing and training needs.
• Review member communications and marketing materials and engage in outreach strategies including outbound telephone, email, print and other communication media to ensure adherence to all regulatory requirements.
• Liaise and collaborate with state officials, external partners and stakeholders, and internal business owners to manage communication and deliverables.
• Review inbound call information and training evaluations and recommend and implement solutions to strengthen all programs.
• Monitor grievance and appeals data and recommend and implement solutions to strengthen the program and mitigate member disenrollment.
• Analyze data and identify trends monthly to ensure company and state regulator expectations are met.
• Perform any other job duties as requested.

Education and Experience :

Competencies, Knowledge and Skills :

Licensure and Certification :

Working Conditions :

Compensation Range :

$81,400.00 - $130,200.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type : Salary

Competencies :

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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