Customer Service - Manager Customer Service Provider Connections PC# 105-5003

Community Care•Tulsa, OK

About The Position

Responsible for leading the Customer Service department to improve performance and service quality. The manager analyzes contact center data to improve performance and processes, establishes contact center objectives, and provides opportunities for associates to expand their knowledge of services, products, and troubleshooting techniques. The position requires understanding the organization’s lines of business, products, and services and using that knowledge to guide departmental communication. The manager serves as a change agent, resolves emergency issues, liaises with other departments, and may oversee front-line employees. The role directs and oversees all functions and product lines in Customer Service and serves as a role model and mentor to department leadership and staff. The manager oversees operational performance, customer complaint resolution, compliance, and service standards. The role leads process and policy change initiatives, develops change strategies and plans, works with internal and external customers to manage issues and gather feedback, and evaluates supervisory personnel. The position also reviews reports for performance and compliance and performs other job-related duties as assigned.

Requirements

Five or more years of management experience in customer service, a call center, healthcare, insurance, or a related industry.
Knowledge of call center technology and demonstrated success in meeting service levels.
Superior product knowledge.
Demonstrated change management skills.
Strong coaching and leadership skills, with the ability to motivate employees.
Decisiveness and attention to detail.
Ability to multitask with precision.
Capacity to accept and utilize constructive criticism.
Alignment with the company’s values.
Arbitration skills and the ability to remain impartial and calm under pressure.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
Ability to communicate effectively with all levels of employees and customers.
Exceptional working knowledge of all aspects of the health insurance industry.
Ability to manage multiple projects simultaneously.
Proficiency in Microsoft applications.
Successful completion of a Health Care Sanctions background check.

Nice To Haves

Bachelor’s degree in business, marketing, healthcare, or a related field preferred.

Responsibilities

Implement and direct Customer Service operational activities to ensure high production and performance.
Lead and implement change initiatives related to business processes, products, and policies.
Develop change strategies and plans, including stakeholder assessment, communications, leadership alignment, and change readiness.
Ensure customer complaints and concerns are handled quickly and professionally to support customer relationships and department and company objectives.
Monitor department and member issues and develop methods to reduce recurring issues.
Assess business objectives and develop changes to address performance and service needs.
Maintain performance standards that support corporate goals and member retention.
Maintain knowledge of industry regulations, restrictions, laws, standards, innovations, and processes, and ensure departmental adherence.
Ensure compliance with employer group performance guarantees, federal and state laws, and oversight agencies such as URAC, CMS, and DOI.
Interface with internal and external customers to report, assess, and manage issues, solicit feedback, and anticipate changes affecting daily operations.
Assign responsibilities to supervisory personnel and evaluate their performance.
Review weekly and monthly reports from each area for performance and compliance.
Resolve emergency issues and serve as a liaison to other departments.
Provide direction and oversight for Customer Service functions and product lines, and mentor Customer Service leadership and staff.
Perform other job-related duties as assigned.