$50,225 - $75,335 yearly
Magellan Federal
San Diego, CA, USA
Primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities.
Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures and customer requirements.
Measures performance and productivity against the standards.
Ensures the care center is meeting telephone access standards for Magellan.
Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals.
Interviews and screens applicants for positions within the department.
Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance...