Anthem, Inc. Manager Outreach & Education in Indianapolis, Indiana
SHIFT: Day Job
The Manager Outreach & Education is responsible for the development and management of outbound call center activities focusing on welcoming new members. Primary duties may include, but are not limited to:
Manages the people and processes involved with providing a high-touch telephonic welcome experience for new members and ongoing service for existing members. Oversees multiple aspects of Medicare outreach/education and member service programs.
Advises on vendor relationship management and directly manages vendor resources
Ensures compliance with the Centers for Medicare and Medicaid Services (CMS) requirements and regulations
Creates and manages the annual training plan for associates engaged in member service and outreach
Oversees the development and testing of department internal controls
Oversees the scope, format, content and method of educational material used in the training of associates and leads engaged in member service and outreach
Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Requires a BA/BS in a related field; 5 years of experience in a Medicare contractor operational unit, Provider Relations/Education unit or related field; 3 years of related management experience; or any combination of education and experience, which would provide an equivalent background. Some travel may be required. Requires a high level of emotional intelligence and relationship management skills. Is able to navigate and resolve complex workplace issues in a professional manner. Manages the development of key deliverables such as the annual training plan, budget, and educational material. Embodies an excellent example of both an Anthem Care Guide and Anthem Customer Care Representative during employee training and in everyday activities. Directly manage teams of remote employees and vendor resources and fosters a strong sense of community amongst the virtual teams.
This position will manage a hybrid inbound-outbound call team dedicated to Medicare members who speak the following languages: Cantonese, Mandarin, Korean, Vietnamese. Fluency in one or more of these languages is strongly preferred.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.