Supervisor - Government Programs Outreach - Medicare

Presbyterian is seeking a Supervisor-Government Programs Outreach- Medicare to manages outreach team by objectively measuring contact performance, diagnosing problems, assessing solutions, and creating improvement plans. Develops and maintains a coaching model used to track employees development and performance (quality, production, attendance, etc.) and gives feedback accordingly. Monitors program performance statistics and works closely with the Manager to apply them in managing staff performance. Is available to the staff to answer questions, take escalated calls, and monitor performance measures. Provides support for customer acquisition, education, and retention initiatives. Motivates and encourages representatives through positive communication and feedback.

This person will interview and support the hiring process for work unit staff. Assesses member and prospective member contact venues to ensure safety and feasibility. Serves as the lead for development and implementation of customer and staff education materials. Responsible for intake, tracking and coordinating requests from governmental agencies (such as CMS,HSD,MAD) and key community advocates for information or research and directs such inquiries to the appropriate operational area or staff for responses. Monitors process to ensure that internal responses are accurate, complete, and timely. Oversees compliance with all policies and regulatory and contractual requirements.

Full Time - Exempt: Yes
• Job is based Rev Hugh Cooper Admin Center
• Work hours: Days

Preferred Qualifications:

Bachelor's degree + 5 years expereince

• Bachelors degree required or relevant years of experience in lieu of degree.
• New Mexico Department of Insurance Health Insurance License and MOSAA certification required or obtained within 90 days of hire.
• Three to five years experience in the managed care field required. Prefer two years supervisory experience in a customer outreach environment.
• Excellent PC skills: MS Office/Windows, Project, Visio, and other relevant Presbyterian integrated healthcare data management systems.
• Ability to learn other software programs as needed. This position requires expert writing, editing, proofreading, and organizational skills. Bilingual preferred

• Administers performance management for the work unit to achieve positive department and organizational performance results. Conducts routine performance audits to ensure compliance with departmental, organizational, and regulatory policies and procedures. Develops collaborative coaching plans and delivers positive feedback to provide growth opportunities and mentoring to each team member.
• Conducts community outreach and customer education events, effectively communicating the program attributes, benefits, services available, product changes, and regulatory requirements to a variety of audiences.
• Develops, implements and maintains departmental policies, procedures, measurement standards and quality assurance standards.
• Demonstrates and transfers product and process knowledge to the outreach staff with a focus on continuous learning. Anticipates and addresses staff needs through development of job aids, training material and instructions for work unit.
• Serves as lead for the development and research process of member education material production. Facilitates team feedback for creation of education materials. Responsible for timely and accurate drafting of communications, reports, and PowerPoint presentations including writing, editing, analyzing and interpreting pertinent data, and preparing charts/graphs. Ensures written member materials are compliant with regulatory requirements.

About Presbyterian Healthcare Services

Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities-like challenges, webinars, and screenings-with opportunities to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships.

Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.