Manager of Customer Service
GuideWell•Irving, TX
•Onsite
About The Position
Get To Know Us! 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. Key position details: This is an in-office position at 6535 SH 161 Irving Texas 75063 What is your impact? The Customer Service Manager is accountable for achieving business results through the application of effective leadership and management processes with a special emphasis and focus to 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.
Benefits
- Medical, dental, vision, life and global travel health insurance
- Life insurance, Short- and long-term disability programs
- Leave programs to support personal circumstances.
- 401(k) includes employer contribution match
- Paid time off, volunteer time off, and 11 holidays
- Additional voluntary benefits options avaliable
- Comprehensive wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
