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Job Summary

Provides input and leadership on the operational direction and financial activities of the Customer Care Center. Develops the planning process for new programs and services and manages projects for customer care improvement. Facilitates strategic planning for customer care as directed. Develops statistical databases and performs financial analysis of key business activities including the creation and maintenance of key performance indicators.

Essential Functions

+ Establishes controls for fiscal accountability and executes key cost reduction projects. Develops the final revenue, FTE, and expense budgets and assists with the preparation of the capital budget from a financial perspective. Monitors budgets, determines reason for variances and recommends corrective actions. Collects and analyzes financial information to determine costs of business activates to project budget adjustments and other cost improvement measures.

+ Develops and presents recommendations for strategic direction/communication strategies which align with Customer Care Department needs. Investigates the feasibility of new program ventures, and initiates, manages, and presents proactive research projects. Provide strategic planning as assigned.

+ Develops and prepares financial and statistical reports for forecasting, trending and results analysis. Serves as expert on reports and statistics for the Customer Care organization. Develops training programs and educates managers on financial issues.

+ Manages the activities of professional and assigned staff who are engaged in work of the department. Provides direction and support to subordinate staff to ensure effectiveness and efficiency. Selects, trains, develops, and evaluates subordinates and initiates personnel actions in accordance with departmental policies, human resources policies, and organization philosophy.

Qualifications

Required

+ Bachelor's Degree or equivalent in clinical, health administration or business related field

+ 3 years of relevant experience relevant experience, including supervising overall accountability for operations within call center setting, related teams and/or projects

Preferred

+ Master's Degree

+ 2 years of demonstrated experience using data analytics to drive process improvement

+ Proven experience forecasting back office operations; such as claims, enrollment and prior authorizations.

+ Proven experience using artificial intelligence and automation to drive strategic decisions.

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

+ Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here (https://careers.corewellhealth.org/us/en/benefits-new) .

+ On-demand pay program powered by Payactiv

+ Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

+ Optional identity theft protection, home and auto insurance, pet insurance

+ Traditional and Roth retirement options with service contribution and match savings

+ Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Priority Health - 1231 E Beltline - Grand Rapids

Department Name

PH - Member Services Leadership

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:00 a.m. to 5:00 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.