Manager, Member Support Services - HealthTrust
Location: Brentwood Tennessee
Description: Corporate Brentwood is currently interviewing Manager, Member Support Services - HealthTrust right now, this career will be placed in Tennessee. More details about this career opportunity kindly see the descriptions. HealthTrust is the industry's leading group purchasing organization, providing sustainable savings for supplies and expert sourcing for medical device and purchased services. With an annual purchasing volume by our members of over $20 billion, membership includes over 1,400 not-for-profit and for-profit acute care facilities and 440 surgery centers, 75 alternative sites and 2,600 physician practices. Founded in 1999, HealthTrust is owned and operated by hospital providers Hospital Corporation of America, LifePoint ! Hospitals, Health Management Associates, Inc., Community Healt! h Systems, Universal Health Services and the leading Catholic stakeholder systems of Consorta including Catholic Health Initiatives, Catholic Health East and Trinity. HealthTrust is the only GPO with a truly committed model with member-driven decision making, compliant purchasing, and a national portfolio of unparalleled value.
This position manages the Member Support Analyst team in a dynamic Customer Service call center role. The position is tasked with delivering superior customer service to our membership base. This position will collaborate with Strategic Sourcing, Account Directors, Contract Analysts, Commitment Analysts, and Clinical Directors, providing member feedback on all contracts and products, articulating issues, and proposing solutions to HealthTrust's management team. In addition, this individual will identify, monitor, and lead the team to the attainment of key performance metrics. Manage the inbound workload to meet key performance metrics. Strat! egically target operational gaps and proactively initiate improvements to ensure that the team customer satisfaction survey results meet expectations.
GENERAL RESPONSIBILITIES:
Perform reviews, document performance, set goals, interview, hire and terminate as necessary, following all established HCA and/or HealthTrust policies.
Develop workflow strategies to enhance productivity, efficiency and achieve member satisfaction results.
Implement new and existing service level agreements to ensure acceptable levels of service mandates are met.
Present status and solution alternatives to management through the development of detailed reports.
Assist Customer Service staff analysis of problem solving when warranted and problem resolution through the development of Policies and Procedures.
Document best practices for inclusion in policies and procedures.
Able to think outside the box and evaluate issues from a! non-linear perspective. Ability to multi-task and perform appropriatel! y under pressure with regard to behavior/accountability and job performance.
Assist with departmental quality and process improvement through the development of tracking and classification tools that measure accountability.
Assist Customer Service with call log resolution by performing data analysis / system research.
Develop education and training materials for Customer Service staff to 1) aid in onboarding/training of new employees and 2) improve/streamline processes.
Analyze customer patterns/trends, evaluate alternatives, sell the best solution and implement the solution.
Make informed decisions for resolving issues with members, both internal and external
Design and implement reporting processes that reflect the feedback of the HealthTrust membership.
Monitor call-log activity to detect trends and communicate to management effectively.
Work with vendors to determine root causes of issues and the fo! rmulation of action strategies.
Evaluate, document and formulate proposals for CRM system modifications.
Originate and develop CRM software/reporting to include, but not limited to:
Specific root cause analysis that can be reported and process changes proposed to other departments to improve customer satisfaction or improve HealthTrust efficiencies
Staff productivity to compare employees workload and focus on training needs
Software scripting for staff logging purposes to improve department efficiencies and provide proactive answers to customers
Vendor performance analysis for members, National Agreements, HealthTrust management for consideration of future contracts with vendors
Contract performance by contract team, product line or commodity
Key performance indicators for the department to demonstrate results
Other analysis either for internal needs or requested by users/management
De! velop reports, both custom and routine within the HealthTrust Customer ! Service EDW Universe to update National Agreements and Member Services to target vendor/product issues, vendor performance, customer contract compliance issues, customer education opportunities, overall contract performance in the field
Strong strategic thinking. Must be able to remain motivated and not lose focus of goal should external factors delay progress.
Qualifications
College Graduate with at least 7-10 years experience managing a customer service call center. Healthcare experience preferred. Prior CRM software experience required, preferably with SalesForce.com or SalesForce Service Cloud. Six Sigma White/Green belt is a plus. Candidates with materials management/supply chain management prefered. Proficient in Microsoft Office Suite.
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If you were eligible to this career, please email us your resume, with salary requirements and a resume to Corporate Brentwood.
If you interested on this career just click on the! Apply button, you will be redirected to the official website
This career starts available on: Wed, 11 Dec 2013 07:13:22 GMT