Customer Care Manager

Consociate Health, a leading Third-Party Administrator, offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, and creates continuous learning and embraces the ideas and diversity of others.

As part of our Mission to make Healthcare more accessible and affordable for our clients through innovation solutions and expert consultation, we value the inherent qualities that are foremost in our Mission, Vision, Values- Compassion, Humility and Impact, which allow us all to create authentic relationships with our team and our clients.

POSITION SUMMARY:

The Customer Care Manager reports to the Client Services Director. This position is responsible for daily call center operations, ensuring exceptional customer service and the overall success of the department. The Customer Care Managers focus is managing a team of customer service representatives, optimizing processes, and driving performance to enhance member satisfaction and operational efficiency. The Customer Care Manager will collaborate with the Client Services Director to evaluate and improve processes within the department that align with the organization’s mission, vision and values.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage Customer Care Team Leads, ensuring they effectively support customer service representatives and delivery high quality customer experiences. You will provide direction, coaching and support to Leads on departmental and individual goals and assisting them with elevated issues.
• Manages Customer Care Representatives, Customer Care Support Specialists and Customer Care Correspondence Specialist.
• Manages and works with the Customer Care Quality Assurance Auditor and Trainer to review audit results and develop strategies for employee feedback and continued training.
• Manages and works with the Customer Care Training Specialist to strategize, develop and execute policies and procedures pertaining to the training program and continuing educational needs of the department. Communicate these changes with the department.
• Collaborates with other departments to look for opportunities to increase efficiencies and support customers.
• Manage operational initiatives (i.e. technology enhancements, new product implementation, etc.) as directed by senior management.
• Evaluates and maintains departmental metrics and KPI’s (included inquiry performance standards). Works to drive the performance of the team.
• Leads and maintains regular department meetings with the assistance of the Team Leads.
• Ensures monthly report for the department is completed timely.
• Monitor, review and update the department phone system as needed.
• Monitor and review department email volume.
• Manage and supports department incentive program.
• Addresses human resource issues as needed.
• Hiring of staff.
• If necessary, assists with answering telephone inquiries from insured members, employers, providers, etc.,
• If necessary, assists with answering email inquiries from insured members, employers, providers, etc.
• Provide resolution to outstanding inquiries and/or issues identified within the Customer Care department.
• Maintain knowledge of all Summary Plan Benefit manuals of plans administered by Consociate.
• Establish and communicate goals for Customer Care employees, ensuring alignment with overall company objectives.
• Conduct regular performance evaluations and provide feedback to staff to promote continuous improvement.
• Develop work schedules to ensure adequate coverage and efficiency
• Perform other duties as assigned.
• Foster a positive work environment and continually assess the Customer Care Department’s function and workflow to identify areas for improved efficiency, productivity, service, and/or morale, and subsequently develops appropriate strategies to address these issues.
• Address and resolve complex or escalated issues that Customer Service Representatives and/or Team Leads cannot resolve.
• Perform other duties as assigned.

GENERAL EXPECTATIONS:

• Present a positive image of Consociate at all times.
• Provide and promote the delivery of services with a prevailing attitude of respect and recognition of the personal worth and dignity of every individual whether they are a customer, co-worker, producer or supervisor.
• Communicate in a clear and concise manner, while also demonstrating receptivity though active listening.
• Identify and perform work that has not been specifically assigned, as needed.
• Adhere to established safety standards and utilize proper techniques to avoid work-related injuries.
• Continuously seek opportunities for improvement and suggest ways in which procedures/systems may be modified to accomplish tasks/goals efficiently and effectively.
• Demonstrate a teamwork philosophy by working cooperatively with others inside and outside of the department.
• Attend required in-service and staff meetings.
• Preserve the confidentiality of all business-sensitive information, including but not limited to that of insured groups and individuals, employees and clients.

SERVICE EXPECTATIONS:

• Communicate with all people in a prompt and courteous manner. Communicating in a warm and courteous manners, making eye contact when needed and speaking in a tone of voice that matches words.
• Assists customers, clients and co-workers with all questions.
• Provide clear, concise, accurate information to customers, clients, and co-workers.
• Respond to customer and co-worker requests in a timely manner, returning calls, emails and call trackings promptly and keeping them informed of delays.
• Remain aware of products and services provided by Consociate.
• Project a positive, profession image when working.
• Exceed client and customer expectations whenever possible.
• Take appropriate steps to resolve problems to the client or customer’s satisfaction.

KNOWLEDGE, SKILLS AND ABILITY REQUIREMENTS:

• Associates Degree or higher education.
• Minimum of three years of experience working with the public. Previous insurance billing or customer service background required.
• Microsoft Office or comparable program.
• Strong interpersonal relations.
• Previous supervisor experience preferred.

BENEFITS:

• Paid time off
• Paid Holidays
• Medical, Dental and Vision Insurance
• Basic Group Life, Short Term and Long Term Disability
• Voluntary Life, Critical Illness and Accident Coverage
• 401K Plan: Employees are immediately eligible with a 2% automatic enrollment. Consociate matches up to 4% of an employees' annual salary.