Associate Manager, HME Customer Service

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Oversee the daily operations of the client services center.

• Recruit, train, evaluate performance, and manage the workflow of department staff.

• Ensure adherence to federal and state regulations, including HIPAA and ERISA.

• Supervise the delivery of customer service related to benefit programs, care coordination, contracted providers, enrollment requirements, utilization review, prior authorization, claims, and contract management.

• Monitor and assess call statistics while generating departmental reports to track effectiveness, efficiency, productivity, and quality.

• Coordinate work activities to fulfill operational requirements and enhance customer satisfaction.

• Develop and uphold department policies, procedures, and standards.

• Oversee customer service calls to ensure staff demeanor, accuracy, and adherence to guidelines.

• Collaborate with facilities, employees, departments, and key stakeholders to ensure smooth operations.

⛳️ Requirements

• Associate's degree in healthcare, business, or a related field.

• Three to five years of experience in a high-volume call center environment.

• One to two years of experience in a leadership or supervisory role.

• Exceptional oral, written, interpersonal communication, and customer service skills.

• Proficient in using personal software applications to create reports, retrieve, and track data.

• Capable of supervising multiple processes and activities simultaneously in a fast-paced setting.

• Additional relevant education and/or experience is preferred.

• Availability to work Monday through Friday from 9 AM to 6 PM, with occasional coverage needed on holidays or weekends.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and dental insurance plans.

• Paid time off, including vacation and sick days.

• Opportunities for professional development and continuing education.

• Supportive work environment with a focus on teamwork and collaboration.