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Form of work
SalaryWhy This Role is Important to Us:
What You'll Be Doing:
What We're Looking For:
Commonwealth Care Alliance's Member Engagement and Assessment Unit is responsible for engaging members to conduct accurate and high-quality comprehensive assessments and annual wellness visits across all products and member groups.
Reporting to the Director, Member Engagement, the Manager, Scheduling Operations and Analytics will ensure people, processes, and reporting optimize outreach and effective scheduling with members. The Manager, Scheduling Operations and Analytics will lead via supervising team members, performance management activities, and overseeing day-to-day functions within the department. This individual is responsible for all aspects of scheduling; including, but not limited to, the scheduling software, understanding the geographic regions of the member population, current team metric needs; assignment of daily member outreach attempt lists and oversees team scheduling tools maintains responsibility for monitoring and clean up. Also, this individual conducts analysis and provides reporting to the team and senior leadership.
Reporting to the Director, Member Engagement, the Manager, Scheduling Operations and Analytics will ensure people, processes, and reporting optimize outreach and effective scheduling with members. The Manager, Scheduling Operations and Analytics will lead via supervising team members, performance management activities, and overseeing day-to-day functions within the department. This individual is responsible for all aspects of scheduling; including, but not limited to, the scheduling software, understanding the geographic regions of the member population, current team metric needs; assignment of daily member outreach attempt lists and oversees team scheduling tools maintains responsibility for monitoring and clean up. Also, this individual conducts analysis and provides reporting to the team and senior leadership.
The Manager, Scheduling Operations and Analytics collaborates with internal and external stakeholders to ensure that member needs are met as well as department expectations.
Supervision Exercised:Yes, 3-8 direct reports, at least some who are supervisors.
What You'll Be Doing:
- Supervises
- Provides supervision, guidance, and coaching for Member Engagement Supervisors
Interviews and hires team members as needed
- Provides supervision, guidance, and coaching for Member Engagement Supervisors
- Ensures processes to achieve goals
- Understands regulatory requirements for MDS completion and optimal rating category maintenance and works with team to achieve maximum compliance.Ensures successful development and implementation of workflows.
- Oversees scheduling software enhancement requests (and escalate if needed) and maintenance, including creating and terminating user accounts.
- Assign/schedule members to team members, including considering availability, geographic location, feedback, and resources as appropriate.
- Ensures letters are sent in a timely manner.
- Onboarding and Scheduling's Telephony contact as updates or issues arise.
- Conducts reporting
- Develop reporting and accurate analytical tools to identify opportunities and challenges.
- Partners with key stakeholders during analysis and develops solutions when issues arise.
- Monitors team metrics and assigns member outreach to ensure monthly targets are met.
Additional responsibilities as needed to support optimal functioning of the Department and to support CCA strategic and operational goals.
What We're Looking For:
Qualifications:
- Associate degree or equivalent experience required,Bachelor's Degree preferred.
- Demonstrate understanding of the community served required.
- Must live in Massachussets.
- 5+ years' experience working in a health care setting or equivalent experience in a customer service setting preferred.
- Adequate experience and working knowledge of MS Excel preferred.
- Experience with electronic medical records strongly preferred.
- Experience using motivational interviewing techniques in a professional setting is preferred.
- Experience working in a multi-cultural setting preferred.
- Ability to develop people and teams: Coaches people and teams in their current role to improve performance and prepares them for future roles.
- Emotional intelligence: Strong interpersonal and customer relations skills including the ability to initiate and maintain positive working relationships within and outside the department
- Communication: Excellent culturally sensitive communication skills, such as listening well, and using language appropriately; Professional, comprehensive, clear documentation
- Analytical skills: Able to structure and process qualitative or quantitative data and draw insightful conclusions.
- Organization and planning: Plans, organizes, schedules, and budgets in an effective, productive manner. Focuses on key priorities.
- Integrity: Acts ethically and maintains member confidentiality as appropriate
- Knowledge of some medical terminology is preferred.
- English required,Bilingual preferred
