Company :
Highmark Inc.Job Description :
JOB SUMMARY
This job is responsible for supervising member service call center and ensuring timely, professional, and courteous responses to all customer inquiries and complaints, appropriately referring inquiries to other areas as necessary for resolution. Investigate escalated member inquiries. The incumbent may be required to make routine medical approval decisions.
You must be a West Virginia Resident to be considered for this role.
ESSENTIAL RESPONSIBILITIES
- Manage the departmental operations and day-to-day functions.
- Handle escalated calls from members, state agencies, providers and vendors.
- Coach and counsel employees.
- Prepare reports for various internal and external areas for trends and statistics.
- Create and maintain quality and training programs for department.
- Responsible for on-call emergency contact for nights and weekend support.
- Other duties as assigned or requested.
QUALIFICATIONS
Minimum
- High School Education or GED
- 1 year of experience in supervisory position
- 3 years of experience in customer service and/or health industry environment
Preferred
- Bachelor’s degree
Skills
- None
SCOPE OF RESPONSIBILITY
Does this role supervise/manage other employees?
Yes
WORK ENVIRONMENT
Is Travel Required?
No
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$50,200.00Pay Range Maximum:
$90,300.00Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )
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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org
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