Manager Customer Service, Medicare *Remote* at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a strong background in healthcare and a knack for managing diverse teams? If so, we invite you to join blithequark as a Manager Customer Service, Medicare in our remote work environment. As a key member of our team, you will play a vital role in shaping the customer service experience for our members and providers, while also driving business growth and excellence. About blithequark At blithequark, we are committed to providing patient-focused, whole-person care that is built on understanding, commitment, and mutual respect. Our caregivers are not simply valued – they are invaluable. We empower them to thrive in our culture of care, where every voice matters and every individual is essential, heard, and respected. As a comprehensive healthcare organization, we serve more people, advance best practices, and continue our more than 100-year tradition of serving the poor and vulnerable. Job Summary We are seeking a seasoned Manager Customer Service, Medicare to lead a professional team of Customer Service Agents responsible for servicing member and provider telephone, chat, and email inquiries for various lines of business. As a key member of our team, you will possess a well-rounded and diverse level of product expertise, including one or more of the following: Medicare, Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded). You will also support and mentor exempt and non-exempt support staff in various roles, while driving quality improvement initiatives, resolving claims and enrollment issues, and rapidly identifying customer service production and resource issues. Key Responsibilities - Lead a professional team of Customer Service Agents responsible for servicing member and provider telephone, chat, and email inquiries for various lines of business - Possess a well-rounded and diverse level of product expertise, including one or more of the following: Medicare, Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded) - Support and mentor exempt and non-exempt support staff in various roles - Drive quality improvement initiatives, resolve claims and enrollment issues, and rapidly identify customer service production and resource issues - Collaborate with cross-functional teams to develop and implement process improvements and best practices - Analyze and report on customer service metrics and trends to inform business decisions - Develop and maintain relationships with key stakeholders, including members, providers, and internal teams Essential Qualifications - 3+ years of relevant and transferable leadership experience in healthcare or another related field - 2+ years of experience managing projects with diverse team members - Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams - Ability to analyze and interpret complex data and metrics to inform business decisions - Strong problem-solving and critical thinking skills, with the ability to rapidly identify and resolve customer service production and resource issues - Experience with quality improvement initiatives and process improvement methodologies Preferred Qualifications - Bachelor's Degree in Social Sciences, Business, Public Policy, Humanities, or other relevant program of study - 2+ years of experience working with Medicare - 2+ years of experience working with claims in a customer service environment - 2+ years of working knowledge of Cognizant's Facets platforms and services - 1+ year of demonstrated experience navigating Behavioral Health benefits and policies Skills and Competencies - Strong leadership and management skills, with the ability to motivate and develop a high-performing team - Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams - Ability to analyze and interpret complex data and metrics to inform business decisions - Strong problem-solving and critical thinking skills, with the ability to rapidly identify and resolve customer service production and resource issues - Experience with quality improvement initiatives and process improvement methodologies - Strong knowledge of healthcare regulations and compliance requirements - Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our caregivers. As a Manager Customer Service, Medicare, you will have opportunities to: - Develop and implement process improvements and best practices - Collaborate with cross-functional teams to drive business growth and excellence - Analyze and report on customer service metrics and trends to inform business decisions - Develop and maintain relationships with key stakeholders, including members, providers, and internal teams - Participate in quality improvement initiatives and process improvement methodologies - Pursue continuing education and professional development opportunities to enhance your skills and knowledge Work Environment and Company Culture At blithequark, we value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment. Compensation, Perks, and Benefits We offer a competitive compensation package, including: - Base pay range: $40.90 - $66.02 - Additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities - Comprehensive benefits package, including medical, dental, and vision coverage - 401(k) retirement plan with company match - Paid time off and holidays - Opportunities for professional development and continuing education If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to. We look forward to hearing from you! Equal Employment Opportunity blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is free from discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.