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Manager Escalation in Latham, NY at Beacon Health Options

Date Posted: 12/23/2018

Job Snapshot

Job Description

About The Position:

The Manager of Escalations is responsible for the complaint resolution, root cause identification, and process improvement solutions. The Manager and resolution specialist team are the liaison between Network Operations and Client Partnerships, Service Centers and the Operations Pods to address escalated issues, facilitate changes to be made to accommodate new business and projects requiring IT support. The Manager is also responsible for the outpatient Single Case Agreement process. 

Position Responsibilities:

  • Effectively lead a team of resolution specialists, BSAs and single case agreement specialists as evidenced by reduced executive level escalations, increased internal customer satisfaction, improved network operations processes, compliant and cost-effective single case agreements, and employee satisfaction and engagement.
  • Assure that team members are meeting productivity and quality performance standards by holding them and supervisors accountable for their development and performance.
  • Act as a liaison and maintain productive working relationships with all Beacon departments, as well as with client health plans.
  • Identify root cause for problems and corresponding solutions. Facilitate successful implementation of solutions and process improvements.
  • Other duties as assigned.

Position Requirements:

  • Education: Bachelor’s degree in health or human services/administration preferred
  • Relevant Work Experience: 1 – 2 years supervisory/management and business analyst experience in a health care organization, managed care preferred.Technical aptitude. Ability to understand business functional design documents and their impact on operations. Strong leadership characteristics and ability. Professional demeanor, strong written and oral communication skills, strong computer skills, and the ability to learn Beacon’s internal systems. Detail-oriented, analytical, highly organized and possessing problem-solving skills. Ability to manage varying job pressures, and meet deadlines and handle multiple tasks simultaneously with minimal supervision. Computer literacy and experience with Microsoft office programs (Outlook, Word, PowerPoint and Excel) CAS, IBM System Tool (Query, EZView and STRPDM) and AS400. Experience working with fax machines, copiers and other office equipment.


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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disable