Medicare Customer Service Manager (HH & H)

Medicare Customer Service Manager (HH & H)

Join to apply for the Medicare Customer Service Manager (HH & H) role at WPS—A health solutions company

Medicare Customer Service Manager (HH & H)

1 day ago Be among the first 25 applicants

Join to apply for the Medicare Customer Service Manager (HH & H) role at WPS—A health solutions company

Role Snapshot

Our

Role Snapshot

Our Medicare Customer Service Manager (HH & H) will lead a customer service team of roughly 20 members which includes 3 direct reports and focuses on delivering exceptional service. As a manager the primary role is to direct day-to-day operations, develop staff, and drive performance excellence through the implementation of strategic initiatives, policies, and procedures. Departmental expectations include ensuring compliance with CMS requirements, achieving Quality Assurance Surveillance Plan (QASP), Award Fee metrics, maintaining high levels of service accuracy, efficiency, and stakeholder satisfaction. This is a critical role that directly impacts our 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.

Salary Range

$85,000 ~ 110,000

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, experience and may foll outside of this range.

Work Location

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

Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin

How do I know this opportunity is right for me? If you :

• Possess experience working with Medicare specifically in the Home Health and Hospice space.
• Have planned, organized, managed, and evaluated the day-to-day operations of a customer service team.
• Can ensure operational effectiveness and alignment with departmental priorities and service expectations.
• Excel at working in a highly compliant environment while complying with company policies and practices as well as CMS directives.
• Have maintain regulatory and contractual adherence through consistent oversight in previous roles.
• Would enjoy monitoring the performance of the department to ensure established goals and CMS requirements are met while tracking and responding to key performance indicators to ensure operational and quality targets are consistently achieved.
• Can partner with internal departments to share information, identify cause and effect, and implement methods to optimize performance levels.
• Like to collaborate with teams to make improvements and resolve systemic issues.
• Have developed, implemented, and continuously improve customer service processes to ensure operational efficiency.
• Enjoy building strong relationships with internal customers and CMS that foster trust, transparency, and open communication to support ongoing collaboration and alignment.
• Can ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when providing information and service to members and providers.

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.

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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.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Insurance

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