Member Services Manager

DEPT OF ADMINISTRATION Delivering results that matter by providing best in class support services.
Member Services Manager Job Location: Benefits Services Division (BSD) This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures Main office location: 100 N.
15th Ave, Suite 301, Phoenix AZ Posting Details: Salary: Up to $85,000.
00 Grade: 23 Open Until Filled Job Summary: The Arizona Department of Administration (ADOA), Benefits Services Division (BSD), is seeking a dedicated and customer-oriented Member Services Manager.
This pivotal role serves as the primary point of contact for our members, overseeing a call center team of seven staff members.
Responsibilities include managing enrollments, disenrollments, and coverage changes for State employee benefit plans, covering over 130,000 State and University employees, retirees, and their dependents.
The successful candidate will ensure the accurate implementation of plan designs in accordance with State policies and Federal requirements, as well as review and adjudicate member appeals and complaints.
Join us in providing exceptional service to our members while adhering to the highest standards of compliance and efficiency.
The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust.
Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces.
All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.
Job Duties: Prepares and reviews operational reports and schedules to ensure accuracy and efficiency Provides day-to-day management of call center representatives including hiring, training and terminating staff Is the first resource for difficult and complicated customer issues beyond the knowledge of call center staff Verifies that all agency, State and Federal policies, regulations and laws are applied correctly to member eligibility and coverage issues Assigns medical claim and pharmacy appeals to appropriate staff and adjudicates first level eligibility appeals.
Receives and resolves complaints concerning benefits Ensure good customer services practices are implemented and maintained Knowledge, Skills & Abilities (KSAs): Knowledge of: Medicare regulations Agency, State and Federal health care and other benefits rules and regulations Customer service practices Call center practices Arizona Management System General personnel management and ADOA Personnel System Skills in: Critical thinking Reading comprehension Active listening Monitoring of complex situations Coordinating activities with others Ability to: Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense Oral expression Written expression Problem sensitivity-The ability to tell when something is wrong or is likely to go wrong Problem solving Pre-Employment Requirements: Background and reference check, including a criminal records verification If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits: The Arizona Department of Administration offers a comprehensive benefits package to include: Sick leave Vacation with 10 paid holidays per year Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program) Health and dental insurance Retirement plan Life insurance and long-term disability insurance Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive.
Remote work is a management option and not an employee entitlement or right.
An agency may terminate a remote work agreement at its discretion.
Retirement: Participation in ASRS Lifetime Benefit Pension Plan after 27 weeks of employment Contact Us: If you have any questions please feel free to contact Christopher Langseth at christopher.
langseth@azdoa.
gov for assistance The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer