Providence Health & Services Member Care Manager in Milwaukie, Oregon
Providence is calling a Member Care Manager (1.0 FTE, Days) to Providence Credit Union Admin Office in Milwaukie, OR.
In this position, you will:
Be responsible for the day-to-day oversight and management of the Member Care Department.
Manage a team dedicated to inbound and outbound member call support, member e-mail correspondence, online membership applications, and Interactive Teller Machines.
Ensure the department follows established procedures, processes and workflows while ensuring an outstanding member experience that aligns with our mission, "P" Values, and internal service philosophy.
Analyze member feedback to meet established performance metrics.
Be responsible to ensure department activities contribute to sustainable and profitable growth by encouraging greater use of Providence Federal Credit Union products and services to increase member convenience and loyalty.
Partner routinely with key internal and external partners to build and sustain consistent and integrated cross-functional systems, technology and knowledge with frontline management through the organization and ensure ongoing support for our commitment to an exceptional member experience.
Required qualifications for this position include:
Bachelor’s degree with concentration in a related field or equivalent in work experience
5 years of supervisory or manager level experience in the financial services industry with demonstrated successful track record in managing projects to deadlines, organizing and prioritizing activities, and maintaining a thorough knowledge of a variety of financial services, products and delivery channels
Preferred qualifications for this position include:
Call center management experience including a thorough understanding of e-commerce and telephone support best practices
Experience in developing and managing to activity-based staffing models, objective performance measures and reporting systems
About Providence in Oregon
As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities.
The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple,
"Providence will provide the best care and service to every person, every time."
Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.
We offer a full comprehensive range of benefits - see our website for details
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Lead/Supervisor/Manager
Req ID: 238701