Job Summary:

The Customer Service Manager is responsible for overseeing and managing the technical and operational functions of the Customer Service Department including compliance with company standards and industry best practice and assessing key performance metrics to ensure consistent delivery of high-quality customer service. They will evaluate and identify training needs and staff development, and will assist with resolution of complex and escalated customer interactions.  They will drive continuous improvement by implementing new workflows/guidelines and technologies that improve measures, provide efficient use of resources, and reduce overall operational costs.

Essential Functions of Customer Service Manager:

• Ensure all systems utilized by the Customer Service team are functioning appropriately and work with key stakeholders in the organization to resolve system issues.

• Recruit, select, train, coach, and develop new and existing staff.

• Contribute customer service information and recommendations to strategic plans; prepare and complete action plans; implement production, productivity, quality, and customer service standards.

• Forecast requirements for the annual department budget.

• Determine customer service requirements by maintaining contact with customers, conducting surveys, forming focus groups, and benchmarking best practices.

• Improve customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing necessary changes.

• Maintain employee records, manage time sheet submissions, document, and approve time off requests.

• Mediate issues, defuse irate customers, and address concerns in a professional manner.

• Work with other departments to ensure customer service is aware of any issues or concerns.

• Ensure the necessary resources and tools are available to drive results and ensure quality customer service delivery.

• Bachelor’s degree in healthcare administration or related field or 7+ years of experience in an operational capacity working in health insurance claims and/or customer service.

• Minimum of three years’ experience managing a call center.

• In-depth knowledge of customer service principles and practices.

• Comfortable meeting deadlines and solving problems in a fast-paced, multiple-priorities environment.

• Excellent detail orientation and project management skills.

• Proven analytical and problem-solving skills.

• Strong interpersonal skills and ability to maintain strong working relationships.

• Demonstrated proficiency in Microsoft office products.

• Ability to interpret state and federal regulations and requirements and assess application to operations.