Supervisor, Medicare Member Services - Peak Health

Remotemid

Finance & AccountingPersonal Banker

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Quick Summary

Key Responsibilities

The statements described here are intended to describe the general nature of work being performed by people assigned to this position.

Requirements Summary

12:00 p.m. to 8:00 p.m., Saturday through Wednesday. This schedule is subject to change based on departmental and operational needs. MINIMUM QUALIFICATIONS: EDUCATION AND EXPERIENCE: 1.

Technical Tools

Finance & AccountingPersonal Banker

About the Role

~1 min read

Supervises and coordinates the daily operations of a Medicare Member Services call center team. Provides leadership, coaching, and operational oversight to ensure members receive accurate, timely, compliant, and high-quality service. Monitors team performance, call center service levels, quality standards, documentation, and adherence to Centers for Medicare & Medicaid Services (CMS) requirements and organizational policies. Collaborates with internal departments to resolve member concerns, improve processes, and support the successful administration of Medicare Advantage and Dual Eligible Special Needs Plan (D-SNP) products.
Required Schedule: 12:00 p.m. to 8:00 p.m., Saturday through Wednesday. This schedule is subject to change based on departmental and operational needs.

Requirements

~1 min read

1. High school diploma or equivalent and three (3) years of experience working in a customer service call center environment and four (4) years of experience working in Medicare, Medicare Advantage, CMS, Medicaid, Dual Eligible Special Needs Plans (D-SNP), healthcare compliance, health plan operations, member services, or a related environment

2. Associate’s degree and two (2) years of experience working in a customer service call center environment and three (3) years of experience working in Medicare, Medicare Advantage, CMS, Medicaid, Dual Eligible Special Needs Plans (D-SNP), healthcare compliance, health plan operations, member services, or a related environment.

1. Bachelor’s degree in healthcare administration, business administration, management, communications, or a related field.

2. Specialized courses, training, or seminars directly related to Medicare, CMS regulations, managed care, healthcare compliance, call center operations, leadership, or business management.

1. Two (2) years of experience in healthcare, health insurance, managed care, or Medicare Advantage setting.

2. Two (2) years of experience in a team lead or direct supervisory role overseeing customer service or call center associates.

3. Experience supervising employees in a regulated healthcare, health insurance, Medicare, Medicaid, or managed care environment.

Responsibilities

~1 min read

1. Strong knowledge of Medicare Advantage, D-SNP, Medicaid, CMS requirements, and health plan operations.

2. Demonstrated ability to lead, coach, motivate, and develop employees in a fast-paced customer service environment.

3. Ability to monitor and interpret call center performance metrics, quality results, productivity measures, and service-level data to identify trends and opportunities for improvement.

4. Strong decision-making, problem-solving, critical-thinking, and analytical skills, with the ability to assess complex situations and determine appropriate actions.

5. Excellent verbal and written communication skills, including the ability to communicate complex healthcare, Medicare, and regulatory information clearly and professionally.

Supervisor of Medicare Advantage Call Center

- Full-time

- weekend rotation required

Varied (United States of America)

United States of America (Exempt)

2911 PHH Member Services