Job Description

Oversees Customer Service operations:

  • Resolves complex member and provider inquiries
  • Analyzes call volume utilizing call management system (Avaya)
  • Oversee Eligibility data transfers and selection of PCPs evaluating market and geographic demographics
  • Handle questions and responses concerning covered benefits and receiving of covered benefits

Assures department efficiency:

  • Achieve financial objectives
  • Communicate job expectations to staff
  • Plan, assign, monitor, and appraise employee’s and department job results
  • Develop, implement, enforce and make decisions on established policies and procedures
  • Maintain, train, orient, mentor and evaluate department staff
  • Identify problem employees and correct personnel problems

Demonstrate leadership behavior in individual performance:

  • Contributes to effective management of Health Choice operations
  • Set example of proper behavior and accountability to employees
  • Serves as customer service role mode

Contributes to team effort: welcomes new and different work requirements; explores new opportunities to add value to the organization; enhances job knowledge; assists and interacts with others to accomplish job related results

  • Sees new assigned tasks as challenges and opportunities to learn more
  • Shares ideas/suggestions with peers and supervisors
  • Shows pro-active behavior
  • Interacts and communicates with other staff/departments mainly about job related issues
  • Is willing to help others
  • Is courteous and responsive
  • Demonstrated Experience managing call center
  • Appropriate customer service techniques

Qualifications:

Skills:
Computer experience necessary
Effective time management skills
Effective interpersonal and communication, including telephone, skills
Bilingual in English-Spanish preferred

Abilities:
Ability to handle escalated customer concerns
Complete tasks with little supervision
Ability to lead others
Ability to think analytically and make independent decisions
Ability to manage multiple projects and prioritize work tasks to adhere to deadlines and identified time frames

Education:
High School Diploma or G.E.D.
Some college preferred in business or health care

Experience:
At least five (5) years customer service experience
At least five (5) years Medicaid and Medicare experience, preferably AHCCCS
Customer Service related activities in an HMO or PPO setting preferred

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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