Job Description
Job Title: Manager, Claims Customer Service Call Center
Location: Atlanta, GA
Job Type: Direct Hire
Work Type & Schedule: On-site, Monday through Friday 8am to 5pm (approx. 45 hours per week)
Required Skills:
Location: Atlanta, GA
Job Type: Direct Hire
Work Type & Schedule: On-site, Monday through Friday 8am to 5pm (approx. 45 hours per week)
Required Skills:
- Strong call center management and leadership experience
- Experience/knowledge of claims processing for Medicare Supplement insurance (preferred) and/or claims processing for medical/health insurance claims
- Experience directly managing supervisors and customer service teams
- At least 3 years of experience leading customer service, call center, or insurance operations teams
- Experience managing call center performance metrics, including:
- Service levels
- Call volume
- Abandonment rates
- Quality scores
- Productivity standards
- Staffing and scheduling
- Experience coaching, developing, and holding supervisors and customer service representatives accountable
- Experience developing training programs, procedures, call scripts, job aids, and escalation protocols
- Demonstrated ability to recruit, onboard, develop, engage, and retain customer service employees
- Ability to lead effectively in a high-growth, high-volume, and changing environment
- Strong analytical, organizational, technical, and problem-solving skills
- Ability to interpret call center data and use reporting to make staffing and operational decisions
- Strong communication and stakeholder-management skills
- Strong attention to detail and follow-through
- Proficiency with Microsoft Office
- Self-directed, proactive approach with the ability to operate without extensive oversight
- Ability to work Monday through Friday, approximately 8:00 or 8:30 a.m. to 5:00 or 5:30 p.m.
- Bachelor's degree in Business Administration, Insurance, Finance, or a related field
- Medicare Supplement insurance experience
- Managed healthcare, health insurance, medical insurance, or life and health insurance experience
- Understanding of Medicare procedures, regulatory requirements, privacy standards, and insurance customer service practices
- Experience with Lean, Six Sigma, or another process-improvement methodology
- Experience supporting customer, agent, and provider inquiries
- Experience with workforce planning, budget management, cost forecasting, or operational risk management
- Oversee the daily operations of the Claims Customer Service call center.
- Lead two supervisors and a team of approximately 18 customer service representatives.
- Establish a supportive, accountable, and collaborative team culture during a period of rapid growth and increased workload.
- Coach supervisors on employee development, performance management, communication, and issue resolution.
- Ensure employees feel properly trained, informed, and supported.
- Develop and improve new-hire training, ongoing training, call-handling resources, scripts, procedures, and job aids.
- Monitor staffing levels, schedules, call volume, service levels, abandonment rates, productivity, quality results, and customer experience measures.
- Use reporting and trend analysis to identify performance gaps and allocate resources effectively.
- Support recruiting, onboarding, engagement, and retention of customer service representatives.
- Oversee escalated customer, agent, and provider inquiries and coordinate with internal departments to resolve complex issues.
- Monitor call quality, documentation practices, complaint trends, compliance concerns, and operational risks.
- Identify opportunities to improve call flow, reduce handle times, strengthen first-call resolution, and improve quality.
- Implement process improvements, automation, and operational best practices where appropriate.
- Ensure adherence to department procedures, company standards, privacy requirements, and applicable insurance regulations.
- Maintain consistent service delivery while the organization continues to scale.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Staffing/Employment Agencies |
| Company Size | 1 to 9 employees |
| Year Founded | 2010 |
| Website | https://brickhouseresources.com/ |
About Company
Brickhouse is a full-service staff augmentation firm offering contract, contract-to-hire and permanent placement services. We run Brickhouse on these core principles:
- Integrity and transparency lead to bottom-line results
- People are the most valuable asset of any enterprise
- Technology is a tool for building better companies
- Fun and old-fashioned hard work can peacefully coexist
People Driven. Deep Industry Knowledge. Expert Talent Screening.
Timely Placement of Great People.
Skills
- Analysis Skillsunmatched
- Automationunmatched
- Autoscalingunmatched
- Best Practicesunmatched
- Budget Managementunmatched
- Business Administrationunmatched
- Business Operationsunmatched
- Call Center Managementunmatched
- Call Centersunmatched
- Call Monitoringunmatched
- Call Volumeunmatched
- Claims Managementunmatched
- Claims Processingunmatched
- Coachingunmatched
- Communication Skillsunmatched
- Cost Forecastingunmatched
- Customer Escalationsunmatched
- Customer Experienceunmatched
- Customer Retention/Renewalunmatched
- Customer Service Managementunmatched
- Customer Service Operationsunmatched
- Customer Support/Serviceunmatched
- Detail Orientedunmatched
- Documentationunmatched
- Employee Retentionunmatched
- Financeunmatched
- Follow Throughunmatched
- Health Insuranceunmatched
- Healthcare Managementunmatched
- Insuranceunmatched
- Insurance Claimsunmatched
- Insurance Regulationsunmatched
- Leadershipunmatched
- Lean Six Sigmaunmatched
- Life Insuranceunmatched
- Managed Careunmatched
- Medicareunmatched
- Microsoft Officeunmatched
- Onboardingunmatched
- Operationsunmatched
- Operations Managementunmatched
- Organizational Skillsunmatched
- Performance Managementunmatched
- Performance Metricsunmatched
- Problem Solving Skillsunmatched
- Procedure Implementationunmatched
- Process Improvementunmatched
- Quality Managementunmatched
- Quality Monitoringunmatched
- Regulatory Requirementsunmatched
- Resource Managementunmatched
- Risk Managementunmatched
- Scripting (Scripting Languages)unmatched
- Service Deliveryunmatched
- Staff Developmentunmatched
- Team Playerunmatched
- Training Program Developmentunmatched
- Trend Analysisunmatched
- Workforce Planningunmatched
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