Medicare Customer Service Operations Manager

$93,400 - $258,500/Yr

Hitec - New York, NY

Full-time - Mid Level

New York, NY

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

As a Medicare Customer Service Operations Manager at Accenture, you will play a pivotal role in enhancing the customer service operations for Medicare clients. Your primary responsibilities will encompass client engagement, strategic consulting, technology solutions, performance improvement, team leadership, and thought leadership. You will be the main point of contact for clients, building and maintaining strong relationships while conducting thorough assessments of their Medicare customer service operations to identify areas for improvement and growth. In your strategic consulting role, you will develop and implement tailored, data-driven strategies that optimize Medicare customer service operations, ensuring alignment with organizational goals. You will provide expert advice on compliance with Medicare regulations and best practices, ensuring that clients are well-informed and equipped to meet industry standards. Your expertise in technology solutions will be crucial as you evaluate, recommend, and implement cutting-edge technology to enhance customer service operations. This includes overseeing the implementation of CRM systems, automation tools, and data analytics solutions, ensuring seamless integration into clients' operations. You will collaborate with clients to define key performance indicators (KPIs) and develop performance improvement plans, monitoring the impact of implemented strategies and making necessary adjustments. As a team leader, you will guide a team of consultants and subject matter experts, fostering a culture of innovation, collaboration, and continuous learning. Staying abreast of industry trends and changes in Medicare regulations will be essential, as you will share insights and best practices through thought leadership articles, webinars, and speaking engagements. Joining the Accenture Health team means being at the forefront of designing and delivering Medicare and health technology solutions that push boundaries and create new opportunities for clients. You will have access to unmatched training and professional development resources to help you build and advance your health, consultative, and delivery skills, ensuring continuous growth in your career.

Responsibilities

• Build and maintain strong relationships with clients, serving as the primary point of contact for consulting engagements.
• Conduct in-depth assessments of clients' Medicare customer service operations to identify areas for improvement and growth.
• Develop and implement tailored, data-driven strategies to optimize Medicare customer service operations, aligning them with organizational goals.
• Provide expert advice on compliance with Medicare regulations and best practices.
• Evaluate, recommend, and implement cutting-edge technology solutions to enhance customer service operations, including CRM systems, automation, and data analytics tools.
• Oversee technology implementation projects and ensure seamless integration into clients' operations.
• Collaborate with clients to define key performance indicators (KPIs) and develop performance improvement plans.
• Monitor and measure the impact of implemented strategies and technology solutions, making adjustments as necessary.
• Lead a team of consultants and subject matter experts, providing guidance, coaching, and mentorship.
• Foster a culture of innovation, collaboration, and continuous learning within the team.
• Stay abreast of industry trends, emerging technologies, and changes in Medicare regulations.
• Share insights and best practices through thought leadership articles, webinars, and speaking engagements.

Requirements

• Bachelor's degree in Business Administration, Healthcare Management, or a related field; Master's degree preferred.
• Minimum of 5 years of experience in healthcare Medicare customer service operations and technology solutions.
• Minimum of 5 years with strong knowledge of Medicare regulations, compliance requirements, and industry best practices.

Nice-to-haves

• Experience working with or leading global teams.
• Thrive in a diverse, fast-paced environment.
• Participated in CMS compliance audits.
• An advanced degree in the area of specialization.
• Exceptional problem-solving and analytical skills.
• Excellent communication and presentation abilities.
• Leadership experience, including team management and project oversight.
• Proficiency in technology solutions related to customer service operations and data analysis.

Benefits

• Comprehensive health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid time off and holidays.
• Professional development and training opportunities.
• Flexible work arrangements.