Manager Customer Service, Medicare *Remote* at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a strong background in healthcare and a knack for managing diverse teams? If so, we invite you to join blithequark as a Manager Customer Service, Medicare in our remote work environment. As a key member of our team, you will play a vital role in shaping the customer service experience for our members and providers, while also driving business growth and excellence.

About blithequark

At blithequark, we are committed to providing patient-focused, whole-person care that is built on understanding, commitment, and mutual respect. Our caregivers are not simply valued – they are invaluable. We empower them to thrive in our culture of care, where every voice matters and every individual is essential, heard, and respected. As a comprehensive healthcare organization, we serve more people, advance best practices, and continue our more than 100-year tradition of serving the poor and vulnerable.

Job Summary

We are seeking a seasoned Manager Customer Service, Medicare to lead a professional team of Customer Service Agents responsible for servicing member and provider telephone, chat, and email inquiries for various lines of business. As a key member of our team, you will possess a well-rounded and diverse level of product expertise, including one or more of the following: Medicare, Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded). You will also support and mentor exempt and non-exempt support staff in various roles, while driving quality improvement initiatives, resolving claims and enrollment issues, and rapidly identifying customer service production and resource issues.

Key Responsibilities

- Lead a professional team of Customer Service Agents responsible for servicing member and provider telephone, chat, and email inquiries for various lines of business - Possess a well-rounded and diverse level of product expertise, including one or more of the following: Medicare, Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded) - Support and mentor exempt and non-exempt support staff in various roles - Drive quality improvement initiatives, resolve claims and enrollment issues, and rapidly identify customer service production and resource issues - Collaborate with cross-functional teams to develop and implement process improvements and best practices - Analyze and report on customer service metrics and trends to inform business decisions - Develop and maintain relationships with key stakeholders, including members, providers, and internal teams

Essential Qualifications

- 3+ years of relevant and transferable leadership experience in healthcare or another related field - 2+ years of experience managing projects with diverse team members - Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams - Ability to analyze and interpret complex data and metrics to inform business decisions - Strong problem-solving and critical thinking skills, with the ability to rapidly identify and resolve customer service production and resource issues - Experience with quality improvement initiatives and process improvement methodologies

Preferred Qualifications

- Bachelor's Degree in Social Sciences, Business, Public Policy, Humanities, or other relevant program of study - 2+ years of experience working with Medicare - 2+ years of experience working with claims in a customer service environment - 2+ years of working knowledge of Cognizant's Facets platforms and services - 1+ year of demonstrated experience navigating Behavioral Health benefits and policies

Skills and Competencies

- Strong leadership and management skills, with the ability to motivate and develop a high-performing team - Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams - Ability to analyze and interpret complex data and metrics to inform business decisions - Strong problem-solving and critical thinking skills, with the ability to rapidly identify and resolve customer service production and resource issues - Experience with quality improvement initiatives and process improvement methodologies - Strong knowledge of healthcare regulations and compliance requirements - Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our caregivers. As a Manager Customer Service, Medicare, you will have opportunities to: - Develop and implement process improvements and best practices - Collaborate with cross-functional teams to drive business growth and excellence - Analyze and report on customer service metrics and trends to inform business decisions - Develop and maintain relationships with key stakeholders, including members, providers, and internal teams - Participate in quality improvement initiatives and process improvement methodologies - Pursue continuing education and professional development opportunities to enhance your skills and knowledge

Work Environment and Company Culture

At blithequark, we value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including: - Base pay range: $40.90 - $66.02 - Additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities - Comprehensive benefits package, including medical, dental, and vision coverage - 401(k) retirement plan with company match - Paid time off and holidays - Opportunities for professional development and continuing education

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is free from discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment. Apply for this job