Manager, Contact Center (AssociatesMD)

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We are transforming healthcare to be value-driven, creating a seamless, consumer-centric care experience that maximizes value for all.

We believe that all health consumers are entitled to high quality, coordinated healthcare. We uniquely align the interests of health consumers, providers, and payors to make high-quality healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

At AssociatesMD, the Contact Center Manager oversees the Personal Healthcare Assistants (PHAs) who are the vital links that coordinate communication between patients, family members, medical professionals, administrative staff, and insurance companies to ensure that patients are receiving the best possible healthcare services. On a typical day, the PHAs will be responsible for identifying care gaps, helping with referrals to appropriate healthcare services, directing patient inquiries or complaints, facilitating satisfactory resolutions, explaining policies to patients, assisting patients with choosing doctors, keeping track of prescriptions, and organizing transportation for them.

Supervisory Responsibilities:

• Oversee tasks delgated to the PHAs for the assigned patient population related but not limited to: Billing, referrals, any issues related to healthcare, Pharmacy/Medication refills, Out-of-Pocket expenses, Health Plan Benefits / Copays, Transportation and more.
  
  

Duties/Responsibilities:

• Developing and maintaining key performance indicator reports using data sourced in our EMR and reporting suites.
• Manipulating reports using Microsoft Access, Excel, and Google Sheets.
• Analyzing data to identify actionable insights.
• Research and evaluate data from different sources to identify discrepancies and patterns.
• Recommend ways to improve healthcare quality and minimize costs.
  
  

Required Skills/Abilities:

• Excellent time management skills with a proven ability to meet deadlines.
• Understanding of the healthcare industry is preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and strong attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with eClinicalWorks (ECW), or related software or Electronic Medical Record (EMR).
  
  

Education and Experience:

• Customer service experience required
• Bachelor's degree preferred
• Bilingual English/Spanish, (strongly preferred)
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Finger dexterity required to manipulate phone, headset and keyboard
• Vision and hearing within normal parameters to perform job requirements
• Ability to travel to the office on a regular basis. *The position is currently remote due to the pandemic but will resume in office once the numbers of cases go down and it is safe to do so.
  
  

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.