Centivo Buffalo , NY 14202
Posted 2 weeks ago
We exist for workers and their employers -- who are the backbone of our economy. That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.
We are looking for a Supervisor Member Care
The Member Care Supervisor will be responsible for supervising a team of Member Care Specialists (MCSs). This position will work closely with the Manager/Director for coaching and mentoring the team. This serves as the first point of escalation and the Supervisor is expected to manage the day-to-day workload and client log daily. This role is client facing so the Supervisor must be confident in presenting and discussing customer service updates on weekly meetings. Supervisor will provide the highest-level customer service support to members and providers regarding benefits, eligibility and claims reimbursement via inbound calls, outbound calls, email, and fax.
Responsibilities Include:
Supervise the activities of the team and provide direction and guidance on work assignments.
Ensure that team performance goals and client SLA's are being met
Assess individual training needs on an ongoing basis.
Instruct and inform new team members.
Handle escalations/customer inquiries/complaints received and ensure that appropriate action is taken, including follow up.
Stay current on and demonstrate a basic understanding of the business, technologies, content knowledge, processes, procedures and assigned clients.
Build effective working relationships with peers, team members, managers, and clients/customers.
Operate as back-up and support for other Sup/TL as needed within the appropriate scope of responsibility.
Complete daily projects and perform additional duties as requested.
Comply with and adhere to all regulatory compliance areas, policies, procedures and "best practices", including HIPAA, Data Privacy laws and company data security requirements.
Answer overflow inbound calls, outbound calls, email, and faxes.
Tracking and reporting on volume, metrics, and escalations
Compile data to present to clients.
Qualifications:
A minimum of 2 years of prior supervisor/management experience, with at least one year ideally in the healthcare sector.
Minimum of 1 year of successful customer service experience, in a TPA, in the health, insurance or benefits industry
Knowledge of CPT codes, ICD-9/ICD-10 coding and medical terminology
Ability to provide a high-level member and provider support experience.
Demonstrated ability to communicate professionally, both written and verbal
Understanding and awareness of the data privacy regulatory rules in one industry (health, insurance, banking, financial services, credit, and collections) and the willingness to learn and adhere to all legal regulations by handling confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws
Proficiency in Microsoft Office applications and other web-based software applications
Computer knowledge and ability to learn new proprietary computer systems.
Skills & Interpersonal Behaviors and/or Leadership Skills:
Strong communication skills to coach and mentor individuals in continuous performance improvements
Strong written communication skill
Ability to work independently and make sound business decisions when necessary.
Critical thinking and probing skills to understand underlying cause and effect
Flexibility and understanding how to pivot when the business needs change.
What does Success look like?
Work Location:
Pay Transparency
The ranges we place in our job postings reflect what we anticipate to be the minimum to maximum of the base salary for this role. Additionally, our overall benefits package includes a few things you may consider towards a total compensation such as bonus, health benefits (some employer paid), PTO, and equity option grants.
Salary Range
$60,000-$63,000 USD
Our Values:
Who we are:
Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions of working Americans who struggle to pay their medical bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.
Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.
Centivo