Manager, Customer Care

Position Summary

The Manager, Customer Care provides direction, leadership and oversight to Customer Care team(s) in accordance with Company guidelines, regulatory requirements, and client needs.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Provides daily leadership and supervision to Customer Care team(s) consistent with management values and mission.


* Develop staff through performance management, goal setting, training, and effective employee relations.


* Assigns, distributors, and monitors of quality and quantity of work produced ensuring appropriate quality and production internal service level agreements have been met; maintains employee accountability for quotas and service level expectations


* Optimizes workflows/processes, tools, staff allocation, and technology to ensure efficient and cost-effective day to day operations.


* Remediates escalated issues, reviews plan changes, and attends to other client needs.


* Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.


* Resolves escalated customer/client issues.


* Coordinates successful implementation of new clients.


* Leverage technology to reduce call wait times.


* Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.


* Performs other duties as assigned.

Minimum Qualifications


* High School diploma or GED.


* Five years of experience working in a customer service with two years in a supervisory role.


* Understanding of call metrics and analysis, staffing models, and workforce management.


* Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.


* Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.


* Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.


* Ability and willingness to travel as necessary.


* Computer proficiency including Microsoft Office applications and tools.

Preferred Qualifications


* Associates degree in a business-related field.


* Experience in a third-party administrator or health and welfare industry.


* Bi-lingual.



*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job.

Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort


* Prolonged periods of sitting at a desk and working on a computer.


* Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabi...