Manager - Customer Service

Job Title: Manager - Customer Service Operations
Department: Customer Service Operations

About the Role:

We are currently seeking a highly motivated Manager, Customer Service Operations. This role will report to Director, Customer Service Operations and is responsible for managing the daily operations and activities of the customer service teams supporting our IPA clients (comprised of roughly 10k contracted physicians and 1.3M managed lives). The ideal candidate is someone who thrives in a fast-paced environment and is a successful change agent with a customer-centric mentality and a relentless focus around continuous improvement of the customer service we provide to members and providers. This role will have 5-10 direct reports (mix of leads and supervisors) to support the manager in delivering world-class service excellence to all customers.

What You'll Do:

• Oversee and manage daily activities of all Customer Service teams serving Apollo’s managed and owned IPA clients (members and providers alike)
  • Inquiries can include, but not limited to eligibility, claims, authorizations or outpatient referrals
• Analyze various processes in the department to identify, recommend, and implement changes to improve the quality and efficiency of services; enact contingency and business continuity plans as needed
• Lead team communications regarding KPI metrics, policy adherence, and process consistency
• Keep manager and leadership team apprised of significant issues, concerns or trends that may be identified during routine activities / calls handled by the team
• Become a subject matter expert on all IPA client business rules and operations
• Recruit, hire, train, and develop teammates so they may reach their full potential; maintain a customer-focused, high-functioning team
• Draft, implement, and execute best practice SOPs and ensure department P&Ps are current and up-to-date in order to create an industry-leading customer service experience for all callers and clients
• Manage and monitor ongoing training and quality assurance programs for new hires and experienced teammates to ensure service level agreements are continuously met or exceeded
• Participate in daily, weekly, monthly, and annual planning process as appropriate
• Performs other duties as assigned

Minimum Qualifications:

• Bachelors degree or equivalent related experience
• 5 years of customer service experience in a managed care setting or related experience, with at least 3 years of prior management experience
• Strong analytical, research and problem-solving and multi-tasking skills
• Strong written and verbal communication skills
• Working knowledge of and willingness to learn diverse telecom and contact center platforms
• Ability to effectively manage teams in a variety of work settings from remote to hybrid work arrangement

Who We Are:

ApolloMed (NASDAQ: AMEH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise in order to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient.

Our platform currently empowers over 10,000 physicians to provide care for over 1.3 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise in order to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.

Our Values:

• Patients First
• Empowering the Independent Provider
• Be Innovative
• Operate with Integrity & Deliver Excellence
• Team of One

Environmental Job Requirements and Working Conditions:

• Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office is located at 9700 Flair Drive, El Monte, CA 91731.
• The total compensation target pay range for this role is: $90,000 - $110,000. This salary range represents our national target range for this role.

ApolloMed is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@networkmedicalmanagement.com to request an accommodation.

Additional Information:

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.