UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!
The Member Services Assistant Manager will oversee the work of Member Services Representatives and ensure all Fund stakeholders and partners receive the highest level of service and engagement by receiving accurate, consistent, and timely answers, using pro-active problem-solving and critical thinking skills. Member Services Reps are the face of the Fund, especially to members. They provide benefit and claim information, as well as health care education, and are there to provide issue resolution to this multi-cultural community.
Essential Job Functions And Duties
Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.
We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).
The Member Services Assistant Manager will oversee the work of Member Services Representatives and ensure all Fund stakeholders and partners receive the highest level of service and engagement by receiving accurate, consistent, and timely answers, using pro-active problem-solving and critical thinking skills. Member Services Reps are the face of the Fund, especially to members. They provide benefit and claim information, as well as health care education, and are there to provide issue resolution to this multi-cultural community.
Essential Job Functions And Duties
- Act as the lead in conjunction to and in the absence of the Manager of Member Services
- Collaborates with the Manager of Member Services to oversee day to day work and support/train Member Services Reps
- Monitors Member Services Rep productivity, attendance, and quality, and addresses concerns raised about quality/performance of individual Member Services reps
- Assists with Quality Assurance feedback and appraisals, identifies training opportunities, and participates in Member Services Rep recruitment
- Serves as a member of the All Hands on Deck team to provide benefit, claim and eligibility information as well as proactive education and health system navigation to members, providers, unions, employers and others for all Fund plans; accountable for service excellence for all plans
- Performs research and facilitates problem-solving in collaboration with the Managers of Member Services and Subject Matter Experts to review open escalated issues, identify root causes and attempt to resolve them permanently
- Serves as a resource to the Member Services Trainer by assisting with and / or delivering training to Member Services Reps
- Generates and maintains reports to track Member Services Reps monthly performance to facilitate coaching
- Works with New Membership to coordinate and support Open Enrollment activities for Plan Unit(s)
- Participates in Fund workgroups
- Assists with member outreach, which may include presentations to the union or at worksites
- 2 ~ 3 years of direct experience minimum
- 1 ~ 2 years of team management experience required
- Bachelor’s degree in healthcare, business administration or related field or equivalent work required
- Customer service experience in person and/or over the phone
- Experience in Union or Health Insurance, preferred
Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.
We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).