Assoc. Manager, Customer Care
About The Position
Navitus Health Solutions is seeking a Assoc. Manager, Customer Care to join our team! The Assoc. Manager, Customer Care (CCAM) is responsible for successful daily operations of Navitus Customer Care. CCAM will provide management and direction to staff to ensure individual and operational standards are defined, communicated, and achieved. Direct reports include Customer Care Supervisors with the CCAM responsible for growth, development, and performance assessment of these individuals. The CCAM will assist to analyze, monitor, and implement change as necessary to ensure Customer Care consistently meets performance metrics and delivers superior service to internal and external customers. The CCAM, through Supervisors and Customer Care Specialists, will remain informed of current and anticipated issues facing the department and facilitate/lead interventions as necessary. The CCAM will collaborate to complete staffing projections required to handle workload for new clients/business types. The CCAM will assist to ensure staff is adequate, efficient, and proficient in necessary areas and intervene where necessary to make changes/improvements to resources/tools. The CCAM will act as a point of escalation within Customer Care should staff be unable to resolve a customer need/complaint.
Requirements
- Associate degree or 4 years’ experience in a leadership role
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
Responsibilities
- Ensure all performance guarantees, regulatory requirements and internal metrics are consistently met. Manage standards and metrics to drive performance and exceed client expectations
- Collaborate to ensure training related to all functions is documented, conducted appropriately, and maintained in a current state
- Maintain consistent employee assessments and relationships, both formal and informal. Coach, motivate, and develop departmental staff to produce outstanding results and achievements for the individual and department. Discipline as necessary
- Maintain technical knowledge of Navitus’ claims processing software, knowledge management system, quality management software, 3D, and other tools as applicable
- Maintain working knowledge of client benefit design and resources used to administer client-specific benefits accurately
- Manage end-to-end quality assurance processes and ongoing continuous operational improvements focused on enhancing efficiency and accuracy
- Manage departmental business continuity and escalation procedures. Educate staff regularly and test processes routinely to ensure quick and efficient implementation
- Ensure departmental interfaces, cross-training, staffing, and processes are established and maintained which increase operational capabilities, efficiencies and service levels
- Travel as necessary to other campuses and/or client sites
- Other duties as assigned
Benefits
- Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5%
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
