Medicare Customer Service Manager

Job Title: Medicare Customer Service Manager (HH & H)

Our Medicare Customer Service Manager (HH & H) will lead a customer service team of roughly 20 members which includes 3 direct reports and focuses on delivering exceptional service. As a manager, the primary role is to direct day-to-day operations, develop staff, and drive performance excellence through the implementation of strategic initiatives, policies, and procedures. Departmental expectations include ensuring compliance with CMS requirements, achieving Quality Assurance Surveillance Plan (QASP), Award Fee metrics, maintaining high levels of service accuracy, efficiency, and stakeholder satisfaction. This is a critical role that directly impacts our organization’s success in meeting contractual obligations and maintaining a trusted partnership with CMS, while serving as a leadership anchor within the customer service department. Salary Range $85,000 ~ 110,000. The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, experience and may follow outside of this range. Work Location: We are open to remote work in the following approved states: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin.

How do I know this opportunity is right for me? If you: Possess experience working with Medicare specifically in the Home Health and Hospice space. Have planned, organized, managed, and evaluated the day-to-day operations of a customer service team. Can ensure operational effectiveness and alignment with departmental priorities and service expectations. Excel at working in a highly compliant environment while complying with company policies and practices as well as CMS directives. Have maintain regulatory and contractual adherence through consistent oversight in previous roles. Would enjoy monitoring the performance of the department to ensure established goals and CMS requirements are met while tracking and responding to key performance indicators to ensure operational and quality targets are consistently achieved. Can partner with internal departments to share information, identify cause and effect, and implement methods to optimize performance levels. Like to collaborate with teams to make improvements and resolve systemic issues. Have developed, implemented, and continuously improve customer service processes to ensure operational efficiency. Enjoy building strong relationships with internal customers and CMS that foster trust, transparency, and open communication to support ongoing collaboration and alignment. Can ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when...

Wisconsin Physicians Service Insurance Corporation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities employer.