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Provides new and existing members as well as providers with the best possible service in relation to general service needs including questions about benefits, billing inquiries, service requests, suggestions and complaints. Resolves member and provider inquiries and complaints fairly and effectively. Provides product and service information to members and providers, and identifies opportunities to increase membership by improving our member and provider experience. Recommends and implements programs to support member and provider needs. Knows and supports Health Plans in achieving their contractual goals for service and compliance. This role will support contact center operations for all LOB's & is comprised of inbound/outbound. Ideal candidates would have contact center leadership experience within healthcare/managed care organizations.
