Member Services Manager

Job Description

Job Title: Manager of Member Services

Bonus Eligible

Job Description

The Member Services Manager will be responsible for project design, implementation, training, project leadership, stakeholder communication, monitoring, tracking and enforcement of related assignments and responsibilities within this role. In addition, the Manager of Member Services Manager will lead Panorama’s Patient Experience and Patient Access efforts. Must have the ability to communicate effectively with senior leadership, provide management support for multiple teams of cross -sectional areas of expertise across multiple facilities.

Job Responsibilities

Position will be primarily responsible for the following:

· Develop Training materials and support training for change events and process improvements as needed.

· Support program leadership in managing to performance standards through the analysis of performance metrics, processes, and practices to identify existing and emerging trends.

· Identify continuous improvement opportunities that support the customer, PANOs mission, participants, beneficiaries, and fellow team members in a cost effective, operationally efficient manner.

· Provide technical guidance and support to program leadership and program stakeholders through projects that impact program performance and support the strategic goals of the customer.

· Ensure delivery of departmental goals, objectives, policies, procedures and other associated project tasks or deliverables assigned to OE teams.

· Collaborate with Site Service Manager and Operations Project Managers to ensure enablers are in place to support operations.

· Ensure departmental engagement goals are met.

· Deliver presentations in customer and stakeholder meetings and initiatives.

· Ensure delivery of all required reporting visuals for weekly, monthly, quarterly, annual and ad hoc reporting.

· Ensure contractual deliverables for the department are met or exceeded.

· Identify and mitigates risks and issues as related to personnel & people.

· Identify program and site risks to the sustained achievement of contractual requirements for quality, timeliness, and security, to include the identification of root causes associated with those risks and effective strategies for the mitigation/elimination of those root causes.

· Oversee all Patient Experience (PEX) data and disseminate out to Providers on a quarterly basis. Prepare PEX read outs and opportunity assessments to be reviewed by VP of Operations, COO, CEO, and the Medical Director. Work with the VP of Operations to determine operational excellence initiatives to improve PEX.

· Oversee the Patient Service Center to ensure all metrics, processes, and systems are exceeding patients and providers expectations.

· Oversee, develop, and lead the Trauma Liaison team and program.

· V.I.P scheduler for University of Denver and Veterans Programs

Qualifications:

To be successful in this role, you will have:

· Bachelor of Science in Health Services Management, Business or other related field required.

· 5- 7 years’ experience managing and administering contracts or projects.

· Working knowledge of Microsoft office products (PPT, Word, Excel, etc)

· Public Trust Clearance is Required

Desired Qualifications:

· Lean Six Sigma certificate or equivalent strongly preferred

Pay & Benefits Information

This is an exempt position and is not eligible for overtime. The pay range for this position is $68,500 to $128,100/annually, DOE.

This position is eligible for benefits, including:
Health, Dental and Vision Insurance
Life Insurance
Long-term Disability
Health Savings Account contributions from your employer for wellness activities
Wellness program
Participation in other voluntary benefits programs.

Panorama Orthopedics & Spine Center is an Equal Opportunity Employer, Male/Female/Veteran/Disabled. Offers of employment are contingent upon successful completion of a pre-employment drug screen and background check.