Director, Customer Service (Medical)

Position Responsibilities:

•	Administer and coordinate all enrollment activities, health plan assignments, and member educational programs and data collection for Medi-Cal and as appropriate Healthy Families, and Medi-Cal/Medicare members.

•	Oversee assessment activities and analysis to identify member needs.

•	Assure timely placement of members with a health plan and a primary care physician.

•	Act as a liaison between the company and external agencies regarding member issues.

•	Oversee member outreach and education activities.

•	Provide oversight in the resolution of member problems and concerns.

•	Ensure compliance with all relevant state requirements regarding Customer Service.

•	Manage employees directly and through subordinate managers including selection, training, performance appraisal, performance goal setting, and resource allocation.

•	Develop policies, procedures and standards for all department activities and member processes.

•	Develop and monitor departmental budget.

•	Other projects and duties as assigned.

Required Skills:

•	Plan, organize, and direct beneficiary enrollment and member services.

•	Ensure timely resolution of member related problems.

•	Oversee the maintenance of records and reports.

•	Communicate in a clear and concise manner with personnel at all organizational levels both internally and externally and with diverse social, cultural and ethnic populations.

•	Develop and maintain effective collaborative relationships with other departments, programs, agencies and the general public.

•	Effective listening and communicating skills for telephone and face-to-face interactions.

•	Effectively utilize computer and appropriate software and interact as needed with Information Systems.