Manager, Customer Service

Manager, Customer Service

Salary Range : $111,168 - $172,310

The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

FLSA Status : Exempt

Department : Customer Service

Reports To : Director, Customer Service

GENERAL DESCRIPTION OF POSITION

The Manager of Customer Service provides day-to-day leadership and management to meet organizational goals and objectives. The incumbent has direct responsibility to develop, implement, and monitor all customer service activities in accordance with state and federal regulatory requirements, SCFHP policies and procedures and business requirements as set forth for each line of business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

• Plan, supervise and manage the day-to-day department activities related to customer service call handling and transportation to ensure timely handling of member and provider calls to meet customer service performance objectives.
• Manage the process of non-telephone tasks and activities, including, but not limited to resolution of exempt grievances, outbound call projects, member billing issues and communications sent through email or the SCFHP member and provider portals.
• Oversee performance of customer service representatives; collaborate with the Manager, Customer Service Quality and Training to ensure that staff are properly trained and receive ongoing training and support to maximize competency and performance.
• Collaborate with internal stakeholders to develop, maintain and improve training materials and department resources.
• Measure, monitor, analyze, and report trend of performance service metrics at a department and individual to measure effectiveness and service levels.
• Work cross-functionally with other business units to identify trends driving call volumes and support initiatives to identify and implement interventions to reduce avoidable calls and improve customer service quality.
• Implement solid operational processes to support timely and accurate customer service to members and providers in compliance with regulatory requirements and company objectives; identify operational issues and formulate appropriate solutions.
• Understand and manage reporting requirements for assigned lines of business in accordance with state and federal regulatory requirements and timelines. Conduct quality reviews of reports; track and trend, share information with other departments as needed and develop recommendations to improve operational procedures and staff performance.
• Implement processes to support new and existing programs, membership, benefits.
• Develop, implement, monitor, and maintain customer service policies and procedures in accordance with state and federal regulations.
• Lead and facilitate regular Customer Service team meetings and in-service sessions, coordinate staff participation in member / provider education with all operational departments.
• Ensure that positive and productive relationships are developed, cultivated and maintained with other SCFHP departments.
• Contribute information necessary to inform the design, configuration, evaluation, and monitoring of the telephone system, including call routing, messaging, and on hold-messages, seeking to improve the customer service experience.
• Participate in and represent customer service in meetings, committees and audits as needed.
• Perform other related duties as required or assigned.

SUPERVISORY / MANAGEMENT RESPONSIBILITIES

Carries out supervisory / management responsibilities in accordance with the organization's policies, procedures, applicable regulations and laws. Responsibilities include :

REQUIREMENTS - Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and / or ability required or desired.

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to regular contact with co-workers, managers, external partners, and vendors, in person, by telephone, and via work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation :

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to moderate noise levels.

EOE