Job Information
Universal Health Services Manager, Care Advocate in MCALLEN, Texas
Responsibilities
Prominence Health is a value-based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. Prominence Health creates value for populations and providers to strengthen integrated partnership, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health started as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. Prominence Health is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience.
Learn more at: https://prominence-health.com/
Job Summary: Care Advocates are health care professionals who compassionately and quickly advocate for our member’s care by going the extra mile and providing an understanding of benefits, schedule the appointment, navigate bills, and arrange the ride. The manager of this team requires a balance of people, technical, and strategic skills.
As we expand our footprint in Nevada, Florida and Texas, grow our members and integrate more of our systems, we’re looking for an organized, self-starter who understands how to navigate a shifting software stack, complex subject matter and a team working on-premises and remotely. The Care Advocate Manager is responsible for ensuring high performance levels for department compliance with NCQA standards as well as identifying and implementing process improvement activities to assure compliance with standards set forth by HEDIS and NCQA. The Manager acts as the liaison between employees, employers, physicians, and their office staff when applicable
Care Advocate Managers are responsible to Supervise the Care Advocate Supervisors to ensure a high standard of customer service is met. In this role, you will provide our employees with constant coaching, development and encouraging the staff to meet company’s goals and provide sufficient member support. Based on the performance results and your own observations, you will prepare reports, suggest operational improvements, and develop new call strategies.
Benefit Highlights:
Loan Forgiveness Program
Challenging and rewarding work environment
Competitive Compensation & Generous Paid Time Off
Excellent Medical, Dental, Vision and Prescription Drug Plans
401(K) with company match and discounted stock plan
SoFi Student Loan Refinancing Program
Career development opportunities within UHS and its 300+ Subsidiaries! · More information is available on our Benefits Guest Website: benefits.uhsguest.com
About Universal Health Services:
One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com
Qualifications
Qualifications & Requirements:
Bachelor's degree or equivalent experience.
At least five year of experience in customer service with proven ability to de-escalate situations and provide resolution to customer issues.
Management experience including hiring, firing, employee coaching and training.
An unwavering positivity and compassion for our members.
Strong leadership skills and practice including role clarity, clear communication, honesty, accountability of yourself and your team and a track record of having difficult conversations with positive results.
A strong foundation of customer service skills including empathy, active listening, resourcefulness in problem solving and teamwork.
Expertise in software implementations, technology adoption and the understanding of which tools work best to meet the needs of the organization.
Flexibility to meet the changing demands of the business that may require night and weekend work.
The appetite for growth, learning and working in a fast-paced, challenging environment.
An understanding of medical and health care terms.
Knowledge of State and Federal regulations as they pertain to the health insurance industry.
Previous call center management experience preferred.
Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.
Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
Ability to effectively communicate in English, both verbally and in writing.
Knowledge of various computer systems including all Microsoft Office systems, Outlook, Workforce Management and budgetary, time and attendance software systems.
Strong processes improvement skills necessary to drive operational efficiency.
Knows how to optimize teams, roles and technology.
Understands how to separate and combine tasks into efficient work flow
Data analytics, visualizations and creating an understandable narrative from complex data sets.
Finds and establishes internal operating relationships
Ability to distill complex process into simple work flows and eliminate redundancies
EEO Statement
All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
We believe that diversity and inclusion among our teammates is critical to our success.
Avoid and Report Recruitment Scams
At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS
and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.
If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.
If you would like to learn more about the opportunity, please contact Bridget Gomez at: bridget.gomez@uhsinc.com