Coventry Health Care, an $11.6 billion Fortune 500 organization, is a national managed health care company with nearly 5.1 million members in all 50 states at the end of 2010. At Coventry Health Care, we are driven to ensure that every person and organization we serve receives the greatest possible value for their health care investment. We do this by providing a full range of competitive products through our seven core businesses – Commercial Risk, Medicare Advantage, Medicare Part D, Medicaid, Workers' Comp Services, FEHBP and Network Rental.

We are committed to constantly improving our low-cost platform so that we can deliver the products and services that our customers want at a price they can afford. Coventry has the expertise, the experience, and the agility to craft the new products, the new processes, and the new service needed to make healthcare more accessible to all Americans.

Our national managed care company is seeking a Medicare Customer Service Manager at our Medicare Part D Service Center in San Antonio, TX.  As a strategic member of the Customer Service Operations (CSO) leadership team, the successful candidate will be responsible for the management, coordination and implementation of a broad range of projects and programs in direct support of the service center management team as well as the day-to-day management of service or business units. We are looking for someone with a proven track record of growing and improving a department.

We offer a competitive salary, excellent benefits (401K with company matching, paid training, comprehensive benefits including medical, dental, and tuition reimbursement), vacation and sick time and a business casual environment. This is a highly visible role dealing with business partners across the corporation, relationship building with vendors and motivating a dynamic team!

Essential Responsibilities:
• Recruits, develops, and motivates staff. Initiates and communicates a variety of personnel actions including employment, termination, performance reviews, salary reviews, and disciplinary actions.
• Resolves member, provider, and staff complaints, issues, and concerns. Serves as the focal point for all issues relative to the team’s customers; fosters collaborative relationships with internal and external customers.
• Assumes responsibility for programs and projects, at the direction of the service center management team, through the analysis, implementation and evaluation phases. May directly manage/coordinate such projects after implementation or may delegate that responsibility to other persons as appropriate.
• Performs data analysis and develops summaries and/or recommendations on programs and projects for the service center management team.
• Builds and administers a business plan to meet or exceed goals.
• Coordinates resources (financial, capital, human, etc.) to ensure that programs and projects have sufficient means to meet/exceed expectations.
• Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations/forecasts regarding call volume and staff schedules.
• Provides accurate and pertinent data to Director/Vice President for use in strategic and tactical planning.
• Provides input into the development of the service center budget; manages the budget and controls expense while meeting operations, financial and service requirements.
• Rewards employees based on the development and utilization of required skills and competencies that contribute to the achievement of business objectives.
• Maintains a positive work environment and structure that supports self-directed teams and optimizes the experience, skills, knowledge and capability of the team.

Basic Qualifications:

• Bachelor’s degree or equivalent.
• 6-7 years experience in health care or related industry with management responsibility.

Preferred Qualifications:

• Knowledge and experience with Medicare and Medicare Part D programs.
• 5+ years previous supervisory/management experience.
• Experience in managing cross-functional, self-directed teams.
• Management of inbound customer service call center teams.
• Experience managing and developing training programs.
• Knowledge of queuing theories, work force scheduling, and telecommunications.
• Knowledge of health care and/or related products, medical terminology, diagnosis and procedure coding, and coordination of benefits.


• Highly self-motivated and able to work well under stress in a fast-paced environment.
• Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships.
• Demonstrated leadership and motivation skills.
• Effective verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to train employees on all products and processes; ability to drive change.
• Some overnight travel may be required.

Please apply directly to and refer to Req#159789, Mgr, Service Ops.

Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.

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