Opportunities with Genoa Healthcare. A career with Genoa Healthcare means you're part of a collaborative effort to serve behavioral health and addiction treatment communities. We do more than just provide medicine: we change lives for the better. People with serious mental or chronic illness - and those who care for them - have moving stories, and at Genoa we become their voice, their partner. Working as part of a coordinated care team, we partner with community-based providers and others to ensure that people with complex health conditions get the right medications and are able to follow their treatment plans. Our personalized services - in-clinic pharmacies, telepsychiatry and medication management - are leading the way to a new level of care.

We recently joined OptumRx, a pharmacy care services company that is part of Optum and UnitedHealth Group's family of businesses. We are part of a leading information and technology-enabled health services business dedicated to making the health system work better for everyone. Take a closer look to learn why a career with Genoa Healthcare might be the path to discovering your life's best work.^SM

Interested in serving as a team leader in a fast-paced/dynamic working environment? Genoa Healthcare, a business unit of Optum Rx, is a leader in behavioral healthcare specialty pharmacy solutions. We are a rapidly growing and successful organization with a strong reputation in serving the mental health community via a network of full-service pharmacies co-located (or embedded) within community mental health clinics. Genoa operates more than 500+ pharmacies across 46 States and the District of Columbia, with plans to open an additional 50 to 60 pharmacies over the next year.

The company strives to make a positive impact in our partner clinic and clients' lives to improve care and outcomes. Through our integrated care model, we work closely with partner clinics to ensure high-quality care to an expanding patient population. We are seeking a Customer Service Manager to lead the customer service function. The customer service team supports Genoa pharmacies and Genoa's 800,000+ consumers. This position is located at Genoa's corporate headquarters in Renton, WA.

Essential Duties and Responsibilities:

Under the general supervision of the Director of RCM Operations, the Customer Service Manager will be responsible for management of the customer service team and all related customer services duties to support operations with our partner clinics. Essential duties and responsibilities include:

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• Manage a team of Customer Service Representatives, including hiring, employee development and performance management
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• Drive improvements to improve and enhance customer service operations
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• Execute rapid response to inbound call and e-mail inquiries from pharmacy locations and consumers
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• Develop and support effective communication among partner clinics, pharmacies and field operations
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• Drive automation and process improvements to support scale requirement of a rapidly growing business. Partner closely with Genoa IT on process/system improvement initiatives
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• Establish and maintain policies and workflows to support business growth
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• Develop and set standards for measuring work performance of staff and team goals
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• Review and reduce customer service request response times to improve overall quality
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• Demonstrate a commitment to the mission, core values and goals of Genoa Healthcare and its healthcare delivery including the ability to integrate values of justice, respect, compassion, excellence and stewardship into appropriate programs and services.
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• Perform other duties as assigned by Director of RCM Operations and VP Controller
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Educational or Skills Requirements:

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• Technical college or certificate degree in Medical or Pharmacy patient accounts billing preferred
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• Four years of related Supervisory and/or Management experience
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• Full revenue cycle experience/knowledge required. Pharmacy healthcare experience is a plus
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• Results-driven individual who does whatever it takes to succeed and loves a challenge
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• Hands on approach balanced with big picture understanding - can transition quickly from tactical to strategic
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• Strong team player, results oriented, metrics driven and capable of working in a fast paced, changing environment
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• Excellent communication skills (written and verbal)
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• Billing systems and Excel experience required, as this position will require subject matter expertise with Genoa's dispensing system. Comfort working with large data sets a plus, given the large transaction volume in a pharmacy billing environment
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