WPS—A health solutions company
Medicare Customer Service Manager (HH & H)
WPS—A health solutions company, Chicago, Illinois, United States, 60290
Overview
Medicare Customer Service Manager (HH & H) leads a customer service team of roughly 20 members, including 3 direct reports, and focuses on delivering exceptional service. The role directs day-to-day operations, staff development, and drives performance excellence through strategic initiatives, policies, and procedures. The position ensures CMS compliance, achieves Quality Assurance Surveillance Plan (QASP) and Award Fee metrics, maintains high levels of service accuracy and stakeholder satisfaction, and serves as a leadership anchor within the customer service department. Responsibilities
Lead a customer service team of roughly 20 members, including 3 direct reports. Direct day-to-day operations, develop staff, and drive performance through strategic initiatives, policies, and procedures. Ensure compliance with CMS requirements and maintain QASP and Award Fee metrics. Maintain high levels of service accuracy, efficiency, and stakeholder satisfaction. Act as a leadership anchor within the customer service department and support organizational success in meeting contractual obligations. Minimum Qualifications
Bachelor’s Degree in a related field or equivalent post-high school education and/or related work experience. 5+ years of experience in customer service, claims processing, or outreach. 2+ years of supervisory/team lead experience in Medicare Part A, Part B, or Home Health and Hospice operations. Extensive knowledge of Medicare Part A, Part B and/or Home Health and Hospice program guidelines. Excellent verbal and written communication skills with the ability to explain complex information. Strong analytical, problem-solving, and organizational skills with the ability to manage multiple processes and meet deadlines. Demonstrated leadership and team-building capabilities. Ability to identify, prioritize, and drive work efforts for efficient operations through innovation or process improvement. Ability to work in a complex, rapidly evolving environment with multiple internal and external stakeholders. Proficiency in call center and workforce management tools such as CRM or OnBase. Preferred Qualifications
CMS knowledge of the Home Health and Hospice program. Knowledge of call center operations and workforce management technology tools. MAC contractor experience with FISS, MCS and CRM systems used for Home Health and Hospice. Remote Work Requirements
Wired internet connection from your router to your computer (ethernet). High-speed cable or fiber internet. Minimum of 10 Mbps downstream and at least 1 Mbps upstream. Benefits
Remote and hybrid work options available. Performance bonus and/or merit increase opportunities. 401(k) with a 100% match for the first 3% of salary and a 50% match for the next 2% (100% vested immediately). Competitive paid time off. Health, dental, and telehealth services start DAY 1. Professional and Leadership Development Programs. Full benefits details at the company careers page. Who We Are
WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health plans for individuals, families, seniors, and groups, processes claims, and provides customer support for Medicare beneficiaries and benefits management for active-duty and retired military personnel. WPS has been serving for nearly 80 years and is military and veteran ready. Culture
WPS fosters an open and empowering employee experience, values diverse perspectives, and emphasizes engagement to drive agility and innovation on high-performing teams. We are proud of recognition from local and national organizations for our culture and workplace.
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Medicare Customer Service Manager (HH & H) leads a customer service team of roughly 20 members, including 3 direct reports, and focuses on delivering exceptional service. The role directs day-to-day operations, staff development, and drives performance excellence through strategic initiatives, policies, and procedures. The position ensures CMS compliance, achieves Quality Assurance Surveillance Plan (QASP) and Award Fee metrics, maintains high levels of service accuracy and stakeholder satisfaction, and serves as a leadership anchor within the customer service department. Responsibilities
Lead a customer service team of roughly 20 members, including 3 direct reports. Direct day-to-day operations, develop staff, and drive performance through strategic initiatives, policies, and procedures. Ensure compliance with CMS requirements and maintain QASP and Award Fee metrics. Maintain high levels of service accuracy, efficiency, and stakeholder satisfaction. Act as a leadership anchor within the customer service department and support organizational success in meeting contractual obligations. Minimum Qualifications
Bachelor’s Degree in a related field or equivalent post-high school education and/or related work experience. 5+ years of experience in customer service, claims processing, or outreach. 2+ years of supervisory/team lead experience in Medicare Part A, Part B, or Home Health and Hospice operations. Extensive knowledge of Medicare Part A, Part B and/or Home Health and Hospice program guidelines. Excellent verbal and written communication skills with the ability to explain complex information. Strong analytical, problem-solving, and organizational skills with the ability to manage multiple processes and meet deadlines. Demonstrated leadership and team-building capabilities. Ability to identify, prioritize, and drive work efforts for efficient operations through innovation or process improvement. Ability to work in a complex, rapidly evolving environment with multiple internal and external stakeholders. Proficiency in call center and workforce management tools such as CRM or OnBase. Preferred Qualifications
CMS knowledge of the Home Health and Hospice program. Knowledge of call center operations and workforce management technology tools. MAC contractor experience with FISS, MCS and CRM systems used for Home Health and Hospice. Remote Work Requirements
Wired internet connection from your router to your computer (ethernet). High-speed cable or fiber internet. Minimum of 10 Mbps downstream and at least 1 Mbps upstream. Benefits
Remote and hybrid work options available. Performance bonus and/or merit increase opportunities. 401(k) with a 100% match for the first 3% of salary and a 50% match for the next 2% (100% vested immediately). Competitive paid time off. Health, dental, and telehealth services start DAY 1. Professional and Leadership Development Programs. Full benefits details at the company careers page. Who We Are
WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health plans for individuals, families, seniors, and groups, processes claims, and provides customer support for Medicare beneficiaries and benefits management for active-duty and retired military personnel. WPS has been serving for nearly 80 years and is military and veteran ready. Culture
WPS fosters an open and empowering employee experience, values diverse perspectives, and emphasizes engagement to drive agility and innovation on high-performing teams. We are proud of recognition from local and national organizations for our culture and workplace.
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