Supervisor do Call Center de Atendimento ao Membro

Aplicar

Localização: Condado de Merced, Califórnia; Condado de Monterey, Califórnia

We have an opportunity to join the Alliance as a Member Services Supervisor in the Member Services Department.

This is a hybrid position that requires in-office presence 3-4 days per week, with flexibility to adjust based on business needs. The role can be based in our Merced or Salinas offices, and we will work to align you with the location that is most convenient for you when possible. Bilingual proficiency in English and Spanish is required.

POR QUE VOCÊ SERÁ RESPONSÁVEL

Reporting to the Member Services Call Center Manager, this position: 

• Supervises, mentors, and trains assigned staff, acts as a subject matter expert, and provides guidance on Member Services functions
• Develops, implements, supports, and participates in departmental and cross-departmental activities, projects, programs, workgroups and committees

SOBRE A EQUIPE

Our Member Services teams work together to empower members to understand Alliance services and provide resources that meet medical, cultural, and social needs to improve member health and well-being. We are the voice of the Alliance. We view our members' healthcare from their perspective and provide direct support by sharing benefit information and helping break down barriers to care. When a member calls, we're the ones who pick up the phone. We provide information that educates and empowers our members to be advocates for themselves and their health care. And we do it with heart!

O CANDIDATO IDEAL 

• Has a passion for supervising, mentoring, and training staff to enhance performance and achieve team goals while encouraging a positive and supportive work environment.
• Has strong interpersonal skills to manage day-to-day staff performance, resolve issues, and ensure high-quality customer service.
• Is familiar with Medicare, Medi-Cal, managed health care, and social services.
• Has experience working in a call center or member services setting.
• Is adaptable and comfortable working in the office or remotely multiple days a week, with the flexibility to adjust as needed. 
• Has experience working remotely and providing coaching and support in a remote environment.
• Has the ability to define and communicate issues timely and accurately.
• Has the ability to work in a team-oriented environment and interact with others, showing respect and understanding.
• Is fluent in English and Spanish, able to engage effectively with diverse communities and explain rules and services clearly.

O QUE VOCÊ PRECISA PARA TER SUCESSO

To read the full position description and list of requirements, Clique aqui.

• Conhecimento de:
• Bilingual (English/Spanish)
• The Medi-Cal program
• Os métodos e técnicas de pesquisa, análise e relatórios
• The principles and practices of performance management
• The principles and practices of supervision and training
• Capacidade de:
  • Train, mentor, supervise, and evaluate the work of staff
  • Promote an atmosphere of teamwork and cooperation and motivate staff to achieve goals and objectives
  • Learn and explain member benefits related to the Medicare Program
  • Atuar como um recurso técnico e explicar regulamentos, processos e programas relacionados à área de atribuição
  • To provide leadership, facilitate meetings, and guide employees in the resolution of issues
• Educação e experiência:
  • Bachelor’s degree in Social Sciences, Health, Business, Psychology or a related field
  • A  minimum of three years of experience in public assistance, human services, or health services programs including a minimum of one year of supervisory experience (a Master’s degree may substitute for two  years of the required experience); or an equivalent combination of education and experience may be qualifying

OUTRAS INFORMAÇÕES

• Estamos em um ambiente de trabalho híbrido e prevemos que o processo de entrevista ocorrerá remotamente via Microsoft Teams.
• Embora alguns funcionários possam trabalhar em regime de teletrabalho integral, será esperada a presença em eventos trimestrais da empresa ou em reuniões de departamento.
• Presença no escritório ou na comunidade pode ser necessária para algumas posições e depende da necessidade do negócio. Detalhes sobre isso podem ser revisados durante o processo de entrevista.

A faixa de remuneração completa para esta posição está listada por local abaixo. 

A remuneração real para esta função será determinada pela nossa filosofia de remuneração, análise das qualificações do candidato selecionado (experiência direta ou transferível relacionada ao cargo, educação ou treinamento), bem como outros fatores (equidade interna, fatores de mercado e localização geográfica).

Áreas típicas na Zona 1: Bay Area, Sacramento, área de Los Angeles, área de San Diego

Áreas típicas na Zona 2: área de Fresno, Bakersfield, Vale Central (com exceção de Sacramento), Califórnia Oriental, área de Eureka

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