Manager of Customer Service

Florida Blue•Irving, TX

17d•Onsite

About The Position

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans. This is an in-office position at 6535 SH 161 Irving Texas 75063. The Customer Service Manager is accountable for achieving business results through the effective leadership and management processes with a special emphasis and focus on assigned clients and effectively managing and maintaining client relationships.

Requirements

3+ years related work experience working in a call center environment in the healthcare industry
1+ years direct supervisory/management experience
Professional verbal and written communication skills required for interfacing with internal and external contacts.
Strong knowledge of Microsoft Office.

Responsibilities

Managing Customer Service Assistant Managers
Directly accountable for hiring and promotion within WebTPA
Provides direction and coaching on performance of AMCS and their teams (direct and indirect reports).
Conducts 1:1 meetings for updates and performance appraisals.
Issues disciplinary measures in partnership with HR.
Manage client relationships as primary contact for daily items
Monitors Client Performance Guarantees
Responsible for internal reports indicating call volumes, success factors behind metrics with suggested proposals based on feedback from client and analysis.
Consistently reviews team performance metrics in conjunction with client satisfaction and advises on areas for improvement and additional training necessary to be successful.
Resolves customer service issues by researching plan coverage, history, and routinely educating clients, customers and members with findings via updates to Sr. Manager Ops, and Director Ops.
Partners with HR Talent Development for training initiatives on team specific to performance metrics and internal reporting and internal audits.