Site: Mass General Brigham Health Plan Holding Company, Inc.

 

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community.  We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

 

 

Job Summary

Responsible for overseeing and managing the customer service operations and staff which serve as a point of contact for patients, families, and other individuals seeking information, assistance, or support related to hospital services, appointments, billing, and general inquiries.

The Manager of the Dual Eligible Programs Customer Service Center is responsible for managing the day to day activities of the Duals Call Center. The Manager is responsible for ensuring compliance with all applicable performance standards and regulatory, contractual, and corporate policies and procedures. The Manager must ensure maximum effectiveness of call center staff with a focus on efficiency and service excellence. The call center staff is expected to be a highly diverse and multi-generational staff working in a dynamic and ever changing environment. This call center will serve the needs of our dual eligible members, members that have both Medicare and Medicaid coverage and are eligible and have elected to enroll a dual product with the plan.

The Manager will be expected to utilize industry-standard operational metrics to measure individual and departmental performance. In addition to managing the day to day activities of the Call Center, the Manager is an active, visible participant on many cross-functional teams which address strategic and business projects such as cost savings measures, infrastructure efficiencies, regulatory and contractual requirements, and break/fixes.

 

Qualifications

Education
Bachelor's Degree Healthcare Management required or Bachelor's Degree Business Administration required or

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience

At least 5-7 years of Call Center Experience requiredExperience in a leadership role within a Duals planAt least 3-5 years of management experience requiredAt least 3-5 years of demonstrated effectiveness working with CMS and MassHealth Compliance Programs Healthcare Administration Experience preferred

Knowledge, Skills and Abilities

Familiarity with relevant healthcare regulations, including Health Insurance Portability and Accountability Act, to ensure compliance and maintain patient confidentiality.Familiarity with call center software, customer relationship management systems, and other relevant tools used in a call center environment.Familiarity with the healthcare industry, hospital operations, and medical terminology is important for effectively understanding and addressing customer inquiries.Ability to motivate and inspire staff to provide exceptional customer service while maintaining productivity and efficiency.Strong problem-solving skills to handle escalated or challenging customer interactions effectively.Dedication to providing exceptional customer service and ensuring a positive experience for patients, visitors, and other stakeholders.Strong knowledge of Dual Operations policies, procedures, and systems

 

Additional Job Details (if applicable)

Physical Requirements

Standing Occasionally (3-33%)Walking Occasionally (3-33%)Sitting Constantly (67-100%)Lifting Occasionally (3-33%) 20lbs - 35lbsCarrying Occasionally (3-33%) 20lbs - 35lbsPushing Rarely (Less than 2%)Pulling Rarely (Less than 2%)Climbing Rarely (Less than 2%)Balancing Occasionally (3-33%)Stooping Occasionally (3-33%)Kneeling Rarely (Less than 2%)Crouching Rarely (Less than 2%)Crawling Rarely (Less than 2%)Reaching Occasionally (3-33%)Gross Manipulation (Handling) Constantly (67-100%)Fine Manipulation (Fingering) Frequently (34-66%)Feeling Constantly (67-100%)Foot Use Rarely (Less than 2%)Vision - Far Constantly (67-100%)Vision - Near Constantly (67-100%)Talking Constantly (67-100%)Hearing Constantly (67-100%)

 

Remote Type

Hybrid

 

Work Location

399 Revolution Drive

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

EEO Statement:

Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

 

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.