Job Summary:

The Customer Service Manager is responsible for overseeing and managing the technical and operational functions of the Customer Service Department. They will evaluate and identify training needs and assist with resolution of complex and escalated customer interactions.  They will drive continuous improvement by implementing new workflows/guidelines and technologies that improve quality of service, 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 troubleshoot systems issues in a timely manner.

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

• Forecast requirements for the annual department budget.

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

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

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

• Mediate issues and address concerns in a professional manner.

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

• Bachelor’s degree in healthcare administration or 7+ years of experience working in health insurance claims.

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

• Strong customer service background.

• Excel in a fast-paced work environment and able to manage competing priorities.

• Excellent attention to detail and project management skills.

• Strong interpersonal and relationship management skills.

• Proficient in Microsoft Office.

• Strong analytical and problem-solving skills.