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Providence Health & Services Manager Customer Service - PUBLIC PROGRAMS in Beaverton, Oregon


Providence St. Joseph Health is calling a Manager Customer Service to our location in Beaverton, OR.

We are seeking a Manager Customer Service to lead a professional team of Customer Service agents responsible for servicing Member and Provider telephone, chat and email inquiries for various lines of business. Must possess a well-rounded and diverse level of product expertise including one or more of the following: Medicare & Medicaid, Commercial (Full Risk), Individual Direct & Marketplace, and Administrative Services Only (ASO/Self-funded). In addition, this leader will support and mentor Exempt and Non-Exempt support staff in various roles. Demonstrated knowledge and expertise with coordinating Quality Improvement initiatives, resolution of claims and enrollment issues, and rapid identification of customer service production and resource issues.

In this position you will have the following responsibilities:

  • Lead the multi-channel Customer Service Operations team to optimal levels of success.

  • Achieve organization's performance standards for telephone average speed of answer, email/chat turnaround times, and ensure accurate, compassionate and professional communications with our customers.

  • Prepare and manage budget for specific cost-center in concert with Senior Director, Customer Service Operations.

  • Lead the coordination and allocation efforts for all work related to department Quality Improvement activities, special projects, and staffing analyses.

  • Provide a supportive, TEAM-based environment that facilitates group decision making and employee empowerment.

  • Evaluate staff performance and initiate personnel actions such as hiring, merit increases, probationary and periodic reviews, promotions, transfers between teams, and disciplinary actions.

  • Foster professional, working relationships with peers, leaders and all other Providence Health Plan (PHP) staff as needed.

  • Collaborate with PHP staff with Product development initiatives, Benefit changes, various system upgrades/conversions/implementations, while serving as Champion for a positive Member Experience.


Required qualifications for this position include:

  • At least 3 years of relevant and transferable leadership experience in healthcare or related field.

  • At least 2 years of demonstrated experience with managing projects with diverse team members.

  • Excellent collaboration and team building skills

  • Effectively coaches and delivers constructive feedback

  • Effective conflict management skills

Preferred qualifications for this position include:

  • Bachelor's Degree in Social Sciences, Business, Public Policy, Humanities, other relevant program or equivalent education/experience.

  • At least 2 years of working knowledge of Cognizants' Facets platforms and services.

  • At least 1 year of demonstrated experience in navigating Behavioral Health benefits and policies.

  • Experience with AVAYA, Calabrio and CT Suite software

About Providence in Oregon

As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple, "Providence will provide the best care and service to every person, every time."

Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Non-Clinical Lead/Supervisor/Manager

Location: Oregon-Beaverton

Req ID: 244597