Manager Customer Service

Job Summary
The Manager, Customer Service is accountable for achieving business results through the application of effective leadership and management processes with a special emphasis and focus to assigned clients and effectively managing and maintaining client relationships.

Essential Functions

The essential functions listed represent the major duties of this role, additional duties may be assigned.

Supervisory Responsibilities:

• Manages Assistant Managers, Customer Service
• Directly accountable for hiring and promoting from within WebTPA.
• Provides direction and coaching on performance of AMCS and their teams (direct and indirect reports).
• Conducts 1:1 meetings for updates and performance appraisals.
• Issues disciplinary measures in partnership with HR.
  (30%)

Primary Contact for Clients on Day-to-Day Items and Updates:

• Manage client relationships as primary contact for daily items
• Monitors Client Performance Guarantees
• Responsible for internal reports indicating call volumes, success factors behind metrics with suggested proposals based on feedback from client and analysis.
• Consistently reviews team performance metrics in conjunction with client satisfaction and advises on areas for improvement and additional training necessary to be successful.
• Resolves customer service issues by researching plan coverage, history, and routinely educating clients, customers and members with findings via updates to Sr. Manager Ops, and Director Ops.
• Partners with HR Talent Development for training initiatives on team specific to performance metrics and internal reporting and internal audits.
  (70%)

Required Work Experience

• 3+ years related work experience.
• Experience Details: working in a call center environment in the healthcare industry
• 1+ years direct supervisory/management experience

Required Education

• Related Bachelor's degree or additional related equivalent work experience

Required Qualifications

• Professional verbal and written communication skills required for interfacing with internal and external contacts.
• Ability to communicate to a variety of audiences to ensure a clear and concise message.
  Basic computer skills including knowledge of Microsoft Office.

Preferred Qualifications

• Knowledge of iiiPUT a plus.

General Physical Demands

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects.
• Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.