Supervisor - Member Services (Bilingual - Cantonese Or Mandarin)

Job Title: Supervisor - Member Services
Department: Customer Service Operations
About the Role:   

We are currently seeking a highly motivated Supervisor, Member Services. This role will report to Director, Customer Service Operations and is responsible for managing the daily operations and activities of the customer service teams supporting our IPA clients (comprised of roughly 12k contracted physicians and 1.3M managed lives). The ideal candidate is someone who thrives in a fast-paced environment and is a successful change agent with a customer-centric mentality and a relentless focus around continuous improvement of the customer service we provide to members and providers.    

What You'll Do:   

• Answer daily telephone calls from members, providers, health plans, collection agents, and hospitals as needed
• Act as point of escalation for callers and provide assistance with authorizations, claims, eligibility, and member bills
• Assist and monitor Off Shore agents (Philippines) with questions and training
• Assist member outreach communications via mail or telephone as needed
• Resolve walk-in member concerns as needed in Satellite offices as needed
• Train new and existing Member Service Rep
• Communicate effectively with customers and staff in a professional and respectful manner
• Problem Solve on Utilization Management cases
• Provide a weekly report on the number of escalated calls received and resolved on a daily basis
• Provide assistance with member outreach as needed
• Daily on-site monitoring schedule of employees
• Maintain strictest confidentiality at all times
• Assist Manager with communicating updates on work procedures or company policies to staff
• Communicates with other departments and management to resolve problems and expedite issues
• Monitor the Member Service call queues to ensure calls are being handled in a timely manner
• Observes and evaluates staff performance
• Assist with department email inquiry assignments
• Participate in weekly department meeting
• Assist Manager with other duties as assigned

Minimum Qualifications:   

• High school diploma and general education degree (GED) or at least 6 months related experience and/or training; or equivalent combination of education and experience
• 3+ years of customer service experience in a managed care setting or related experience, with at least 1 year of prior management experience
• Strong analytical, research and problem-solving and multi-tasking skills
• Strong written and verbal communication skills
• Working knowledge of and willingness to learn diverse telecom and contact center platforms
• Ability to effectively manage teams in a variety of work settings from remote to hybrid work arrangement

Who We Are:   

Astrana Health (NASDAQ: ASTH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise in order to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient.   

Our platform currently empowers over 10,000 physicians to provide care for over 1.3 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise in order to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.   

Our Values:    

• Put Patients First 
• Empower Entrepreneurial Provider and Care Teams 
• Be Innovative 
• Operate With Integrity & Excellence 
• Work As One Team 

Environmental Job Requirements and Working Conditions:    

• Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office is located at 9700 Flair Drive, El Monte, CA 91731.
• The total compensation target pay range for this role is between $30 - $32/hr.  This salary range represents our national target range for this role.

Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@networkmedicalmanagement.com to request an accommodation.    

Additional Information:    

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.