Sharp HealthCare Manager Customer Care in San Diego, California

  • Summary *

We are currently searching for a Manager, Customer Care that will be responsible for providing effective leadership in Customer Care through a commitment to offering accurate information and assistance in a courteous, convenient, compassionate, and timely manner that meets and exceeds industry standards.

A day in the life of a Manager of Customer Care at Sharp Health Plan will include:

  • Manages telephone, online, and in-person customer service functions. Identifies customer expectations and professional standards then translates those expectations into operational requirements.

  • Measures and analyzes process and activity to ensure efficiency and cost effectiveness. Identifies and implements improvement priorities.

  • Makes recommendations for organizational policy and procedure change that will result in increased customer satisfaction.

  • Ensures compliance with regulatory (state and federal), accreditation and contractual requirements. Identifies industry best practices and works with applicable departments to ensure that processes and technology support Plan goals and objectives.

  • Provides oversight of customer service functions delegated to other Sharp entities and/or outside organizations. Interacts effectively with various internal and external departments to provide assistance and information.

  • Efficiently and effectively documents information and activities so they can be tracked, trended and utilized for quality improvement initiatives.

  • Promotes the satisfaction, development and productivity of Customer Care staff. Participates as part of, and in support of, a management team that works collaboratively to ensure the success of Sharp Health Plan’s goals, objectives, and strategic initiatives.

This might be the job for you if you are:

  • A self-starter who has a knack for implementing order and processes

  • Someone who thrives in fast-paced environments with multiple deadlines and deliverables

  • An excellent communicator (verbal and written)

  • Someone who can turn ambiguity into action

  • Good at creative problem solving and decision-making

  • Someone who possesses an eye for detail

  • A team player who can effectively manage up and across an organization

  • Good at working with cross-functional teams

The Sharp Health Plan Customer Care Department is responsible for high quality customer service to Sharp Health Plan members, providers, employers and brokers. Services provided are wide-ranging, from answering questions about benefits, to making premium payments, to changing PCPs, to assist with referrals. Customer Care staff communicate with customers by phone, email, mail and in person, and are expected to have an excellent understanding of all health plan operations, services, and benefits. The Department includes bilingual (English/Spanish) staff.

Here's what Sharp Health Plan has to offer you:

Sharp Health Plan is the largest, locally-based commercial health plan in San Diego. We are a not-for-profit organization serving the needs of San Diegans since 1992. As a subsidiary of Sharp HealthCare, San Diego’s largest provider of health care services, we not only serve the people of San Diego, we/are/the people of San Diego.

Through our unique integration with Sharp HealthCare, we connect our members to an award-winning network of hospitals, medical groups and physicians. We offer health insurance options for individuals, families, groups and businesses that combine affordability, choice, high-quality health care and personal service.

Sharp Health Plan is the highest member-rated Health Plan among reporting California Health Plans.* We're also accredited by the National Committee for Quality Assurance (NCQA) with a status of Commendable which is awarded to organizations with well-established programs for service and clinical quality. We continually strive to improve the quality of our services and benefits, and seek innovative solutions to today’s complex health care issues. From helping you find the right health plan to the right doctor to being a great place to work, we’re here for you!

If you like the sound of what it means to be a Sharp Health Plan team member, and you meet the qualifications above, please submit your resume along with a brief explanation about why you would be a good fit for this position. We look forward to hearing from you.

/*The source for this data is Quality Compass® 2016 and is used with the permission of the National Committee for Quality Assurance (NCQA). Quality Compass® 2016 includes certain CAHPS® data./

Additional physical requirements of position may be discussed during interview.

Sharp HealthCare is proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, transgender status, sexual orientation, protected veteran status or any other protected class.

Keywords: Sharp Health Plan, Operations, Call Center, Manager, Customer Care, Managed Care

Location

This position is located in Kearny Mesa, San Diego County

Hours

8-hour shift: 8:00 am – 5:00 pm, weekends as needed

Required Skills and Qualifications

  • Bachelor’s degree in related field

  • Three years’ experience in a health care related field, preferably in a managed care environment

  • Management experience

  • Strong leadership and management skills

  • Through understanding of customer driven management

  • Knowledge of call center principles, operations and technology

  • Through understanding of health services, health care delivery models, health care benefits and regulations

  • Demonstrated ability to supervise, motivate and coach staff

  • Ability to analyze and interpret data, and prepare concise, accurate reports

  • High level of integrity; ability to exercise sound judgment and maintain confidentiality

  • Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances

  • Readily adaptable to the changing needs of the business; able to manage multiple priorities; tolerance for ambiguity

  • Excellent business acumen and writing skills (sentence structure, grammar, etc.

  • Excellent organizational and interpersonal skills

  • Experience with electronic mail, word processing, spreadsheets, database programs and Internet research

Preferred Skills and Qualifications

  • Minimum of one year experience in a Customer Call Center

  • Knowledge of legal and medical terminology

Job: *Management Jobs

Organization: *86302 - Operations

Title: Manager Customer Care

Location: San Diego-Sharp Health Plan

Requisition ID: 81462