About Us

McLaren Health Care is a fully integrated health network committed to quality, evidence-based patient care with locations in Michigan and Indiana. The McLaren system includes 13 hospitals in Michigan, ambulatory surgery centers, imaging centers, a primary and specialty care physician network, commercial and Medicaid HMOs, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network and a wholly owned medical malpractice insurance company. McLaren operates Michigan's largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, one of only 53 National Cancer Institute-designated comprehensive cancer centers in the U.S.

Manager Customer Service, Hybrid - MI Residency Required

Michigan, Flint

NEW

Manager

McLaren Integrated HMO Group

We are looking for a Manager, Customer Service in Michigan to join us in leading our organization forward.

McLaren Integrated HMO Group (MIG), a division of McLaren Health Care Corporation, is an organization with a culture of high performance and a mission to help people live healthier and more satisfying lives.

McLaren Health Plan and MDwise, Inc., subsidiaries of MIG, value the talents and abilities of all our employees and seek to foster an open, cooperative and dynamic environment in which employees and the health plans can thrive. As an employee MIG, you will be a part of a dynamic organization that considers all our employees as leaders in driving the organization forward and delivering quality service to all our members.

McLaren Health Plan is our Michigan-based health plan dedicated to meeting the health care needs of each of our Michigan members. Learn more about McLaren Health Plan at https://www.mclarenhealthplan.org

Position Summary:

Responsibilities include planning, managing and organizing the Customer Services functions for all products as designated. Develops and implements policies and procedures as it pertains to Customer Services. Maintains regulatory compliance with State regulators and accrediting agencies. Responsible for all member communications, telephonic and written materials. Responsible for analyzing, developing and implementing best practice training programs and ongoing education for department. Designs, implements and adjusts workflow processes as needed to ensure optimal efficiencies. Department Liaison for all the Plan operations.

This is a leadership position and hybrid position with requirements to come onsite as scheduled with leader to Flint, MI.

* Qualifications:*

Required:

• Bachelor's degree in health care, management or related field or associate degree with two (2) years of related experience; or High School diploma with four (4) years of related experience.
• Five (5) years' progressive experience in customer service in a high-volume call center or related experience including two (2) years' experience in a management role with direct reports leading or assisting in all phases of effective supervision (i.e.. Recruitment, performance management, training).

Preferred:

• Two (2) years' experience and knowledge of Managed Care functions (i.e., medical delivery, regulatory compliance, HEDIS, NCQA)
• Experience with Workforce management processes including but not limited to, speed to answer, call abandonment and national customer satisfaction surveys.

Additional Information

• Schedule: Full-time
• Requisition ID: 24002788
• Daily Work Times: 8:30 am - 5:00 pm
• Hours Per Pay Period: 80
• On Call: No
• Weekends: No