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Job Summary
The Manager of Member Services the team of Member Engagement Coordinators which serves as our first line of communication for new and existing members. They are responsible for answering member/non-member inquiries regarding enrollments to our Cano Health organization. Performs monthly report processing to monitor new and existing member enrollments. Provides employee support for activities related to membership and retention, which includes contacting lapsed members. Handles all customer concerns made through our Member Engagement team.
Essential Duties & Responsibilities
- Monitors the Member Engagement team.
- Creates employee schedule.
- Answers detailed member questions regarding our programs and benefits. Resolves any patient and customer service issues within our centers. Generates monthly enrollment reports.
- Process payroll and time off request for employees Prepares monthly mailing list repots Assists with new member onboarding through calls. Serves as a member advocate to improve the overall customer experience.
- Performs assignments that may be requested by the Volunteer and Member Engagement.
- Special Projects and Additional Responsibilities
- Must have effective communication skills, both verbal and written.
- Follow all company policy and procedures
- Other duties may be assigned
Additional Duties & Responsibilities
- Excellent organizational skills required.
- Must have effective communication skills, both verbal and written.
- Ability to maintain a positive, courteous, and professional demeanor while conversing with patients and employees
- Must be innovative, detail oriented and member/patient dedicated.
- Requires the ability to work independently and establish priorities.
- Must be able to work effectively during high-volume periods.
Supervisory Responsibilities
Manage and supervise the Member Engagement team; Process payroll and PTO request; Associate training and mentoring
Education & Experience
Minimum of one year of managing a customer service team.
Knowledge, Skills & Proficiencies
- Skill in operating phones, personal computer, software such as (ECW, CRM, Zoiper, MD Vita, Care Tracker) and other IT systems
- Skill in oral communication
- Ability to communicate with employees, patients and other individuals in a professional and courteous manner.
- Ability to pay close attention to detail and to ensure accuracy of reports and data.
- Fluent in English and Spanish