Manager, Member Services

Manager, Member Services

Scope and Purpose of Position:
The Manager, Member Services provides support to Member Service Operational Teams to ensure internal and external service and quality objectives are achieved. This position supervises daily operations for maximum efficiency and cost effectiveness.

Essential Functions:

Manage the Member Service team including selection, training and development, coaching, counseling, and performance management
Conduct effective resource planning to maximize the productivity of resources
Implement quality programs that align with organizational objectives
Partner with Director of Operations to meet established goals and develop strategies to ensure the highest level of performance
Analyze KPI performance and ensure objectives are met
Ensure continuous process improvements for service levels, cost reduction, and quality
Identify training needs, provide support for on-going training, and measure results
Ensure Supervisor is managing day to day MSR operations essential to daily schedule adherence and system protocols
Provide continuous education on benefits, answering questions and providing problem resolution
Participate in research, implementation, and testing of new technology to enhance call center efficiency
Adhere to all federal, state, and local regulations, company policies and procedures, privacy and confidential (i.e. HIPAA), and instructions
Participate in training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals, in addition to the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements
Perform other duties as assigned


Experience, Education, and Certifications/Licenses:





Education


Bachelor's Degree


Required


Notes: An equivalent combination of education and experience will be considered in lieu of a bachelors




Experience


3 Years


Required


Notes:

3+ years of experience in a call center environment required
Management experience in a call center environment required
Experience with Call Center telephony software required
Proficiency with Microsoft Office Suite required
Call Center telephony software
Experience in a healthcare, insurance, and/or account management work environment preferred





Licenses and Certifications


N/A


Preferred/Required


Notes:







Competencies:

Cultivate Strong People: Field the best employees and leverage their full capacity.
Create a Thriving Environment: Develop conditions that bring out the best in people.
Set Clear Direction: Know and articulate what’s required, resulting in a shared understanding.
Optimize Resources: Effectively allocate assets in an efficient and prioritized manner.
Enable Solutions: Deftly navigate challenges and circumstances.
Deliver Results: Consistently realize planned outcomes and meet expectations.



Essential Responsibilities related to Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines). Ability and willingness to travel as required.

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.
We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, sex, gender identity, sexual orientation, age, marital status, national origin, ancestry, physical or mental disability or history of disability, genetic information, status as a protected veteran or disabled veteran, or any other status protected by Federal, state or local law.


Job description must be reviewed and approved by a Senior HR Leader.
Our purpose is to make healthy vision a reality for everyone by improving access to care and education in the communities we serve. Fueled by our mission to improve members’ lives with easy-to-use vision solutions rooted in choice, value, and care, Versant Health believes that everyone has the power to become anything they set their sights on.

Our team is guided by core Leadership Principles—Perspective, Care, Drive, and Ownership—which shape how we work, lead, and grow together.

Our Management Team is committed to fostering a strong and supportive culture, cultivating a thriving work environment, providing clear direction, optimizing resources, enabling innovative solutions, and driving meaningful results.