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Manager, Provider Operations - Provider Call Center Liaison

HMSA
United States, Hawaii, Honolulu
818 Ke’eaumoku Street (Show on map)
May 04, 2024

  1. Direct and oversee all aspects of the Provider Call Center, in alignment with corporate goals and initiatives. Manages, oversees, and evaluates staff.
  2. Ensure Provider Call Center performance meets/exceeds Key Performance Indicators by evaluating, analyzing, and interpreting data and metrics. Report on or supervise reporting of KPI metrics.
  3. Ensure cross-functional collaboration and partnerships are developed and maintained in support of functional alignment.
  4. Lead, manage, or direct and coordinate projects that directly impact the Provider Call Center.
  5. Collect, analyze, and utilize data and feedback to identify opportunities to improve the relationship between the business and HMSA's provider network.
  6. Contribute to the ongoing design, development, and implementation of key core systems utilized by the Provider Call Center.
  7. Effectively work with vendor and HMSA staff to resolve claim issues/inquiries accurately at first contact from stakeholders. Maintain ongoing audit program to ensure quality.
  8. Respond to provider escalations received via the Provider Call Center as needed.
  9. Perform all other miscellaneous responsibilities and duties as assigned or directed.

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