Medicare Customer Service Manager (HH & H)

Overview

Medicare Customer Service Manager (HH & H) at WPS—A health solutions company leads a customer service team of roughly 20 members, including 3 direct reports, and focuses on delivering exceptional service. The manager directs day-to-day operations, develops staff, and drives performance excellence through strategic initiatives, policies, and procedures. Departmental expectations include ensuring compliance with CMS requirements, achieving Quality Assurance Surveillance Plan (QASP) and Award Fee metrics, and maintaining high levels of service accuracy, efficiency, and stakeholder satisfaction. This critical role directly impacts the organization's success in meeting contractual obligations and maintaining a trusted partnership with CMS, while serving as a leadership anchor within the customer service department.

Role Snapshot

• Team size : roughly 20 members, including 3 direct reports
• Focus on delivering exceptional service
• Direct day-to-day operations, staff development, and driving performance through policy and process improvements
• Ensure compliance with CMS requirements; achieve QASP and Award Fee metrics; maintain service accuracy, efficiency, and stakeholder satisfaction
• Lead to meet contractual obligations and maintain a trusted CMS partnership; serve as a leadership anchor in the customer service department

Salary Range

$85,000 ~ 110,000

Work Location

We are open to remote work in the following approved states :

What you'll need to be successful

Minimum Qualifications

Preferred Qualifications

Remote Work Requirements

Benefits

Who We Are

WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready.

Culture Drives Our Success

WPS' culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce—both current and future—to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace : WPS Newsroom - Awards and Recognition.

Compliance

This position supports services under Centers for Medicare & Medicaid Services (CMS) contract(s). As such, the role is subject to all applicable federal regulations, CMS contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity. CMS contractors and their personnel are subject to screening and background investigation prior to being granted access to information systems and / or sensitive data to safeguard government resources that provide critical services.

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