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

CommunityCare•Tulsa, OK

About The Position

The Manager Customer Service Provider Connections leads the Customer Service department to improve performance and service quality. The role analyzes contact center data to identify opportunities to improve performance and processes, establishes contact center objectives, and creates opportunities for associates to build their knowledge of service, products, and troubleshooting techniques. The manager applies knowledge of the organization’s lines of business, products, and services to guide department communications and serves as a change agent. The position provides direction and oversight across the department’s functions and product lines, may oversee front-line employees, resolves emergency issues, and acts as a liaison to other departments. The manager also serves as a role model and mentor to Customer Service leadership and staff.

Requirements

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 precisely and manage multiple projects simultaneously.
Capacity to accept and use constructive criticism.
Alignment with the company’s values.
Well-developed 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.
Proficiency in Microsoft applications.
Successful completion of a Health Care Sanctions background check.
Five or more years of management experience in customer service, a call center, healthcare, insurance, or a related industry.

Nice To Haves

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

Responsibilities

Direct Customer Service operational activities to support high levels of 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 promptly 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.
Work 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.
Mentor Customer Service leadership and staff.
Perform other job-related duties as assigned.