Customer Service - Manager Customer Service Provider Connections PC# 105-5003

JOB SUMMARY:Responsible for leading the Customer Service department to better performance and improved service quality. Should have excellent attention to detail and organizational skills, paired with the ability to manage multiple projects. Responsible for analyzing contact center data and using that data to focus on improving performance and processes to better serve our members. The manager will establish contact center objectives, provide opportunities for associates to expand their knowledge of service, products and troubleshooting techniques. The manager should possess an understanding of all lines of business, products and services and use that knowledge to effectively drive communication in the department. Should possess exceptional interpersonal skills and utilize those skills to be a change agent that drives organizational change in the department. The manager will resolve emergency issues, serve as the liaison to other departments and may have responsibility for a team of front-line employees. Responsible for the direction and oversight for all functions and product lines of the Customer Service department. Serve as a role model and mentor to Customer Service leadership and staff.

KEY RESPONSIBILITIES:

Implement and direct operational activities to the Customer Service department to ensure the highest level of production and performance.Lead and implement change initiatives related to business processes, products and policies.Develop change strategies and plans, including stakeholder assessment, communications, leadership alignment and change readiness.Ensure customer complaints and concerns are handled quickly and professionally to maximize customer relationships and department and company objectives.Monitor department and member issues to create methods to lessen recurring issues.Assess business objectives and develop changes for performance and service needs. Maintain performance standards that are supportive of corporate goals and member retention.Maintain a strong working knowledge of industry regulations, restrictions and laws, ensuring the department's adherence to these regulations, and remaining current on industry's standards, new innovations and processes.Ensure compliance with employer group performance guarantees, federal and state laws as well as oversight agencies such as URAC, CMS and DOI.Interface with internal and external customers to report, assess and manage issues, solicit feedback and anticipate changes that would impact the daily operations of the department.Assign responsibilities and evaluate performance of supervisory personnel. Review weekly and monthly reports from each area for performance and compliance.Perform other job-related duties as assigned.

QUALIFICATIONS:

Knowledge of call center technology and demonstrated success in meeting service levels.Superior product knowledge.Demonstrated change management skills.Strong coaching and leadership skills, ability to motivate employees.Decisiveness and attention to detail.Affinity for multitasking with precision.Capacity to accept and utilize constructive criticism.Alignment with company's values.Well- developed arbitration skills with the ability to remain impartial and calm under pressure.Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Ability to communicate effectively with all levels of employees and customers.Exceptional working knowledge of all aspects of the health insurance industry.Ability to manage multiple projects simultaneously.Proficient in Microsoft applications.

Successful completion of Health Care Sanctions background check.

EDUCATION/EQUIVALENT EXPERIENCE:

Bachelor's Degree in business, marketing, healthcare or related field preferred.Five or more years' management experience in customer service, call center, healthcare or insurance environment or related industry.