Responsible for managing, coaching and development of Claims Customer Service Representative team(s) to meet or exceed customer requirements and business objectives; Monitoring call center service levels, activity, and resources on a real time basis ensuring service performance goals are consistently achieved. Accountable for team’s performance; Serves as subject matter expert and trains new employees; Interfaces directly with customers, members, and/or providers to resolve customer concerns; Assumes additional responsibilities in the absence of the Manager/Director.
Operations: Manages cross-functional team members to meet or exceed service requirements. Review qualitative and quantitative performance with CSR team members on a regular and ongoing basis to drive the highest level of performance; develops, recommends and implements plan(s) of action to improve the team’s service level. Monitors call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources, adjusting agent skills and skill levels to achieve the most efficient performance. Must always be prepared to answer customer calls from the CSR queues during peak periods. Reports performance results to team and management. Demonstrate flexibility in assigning resources based on business need and fluctuating call volumes. Adheres to budget allocations.
Provide ongoing feedback and coaching to ensure appropriate levels of performance. Recognizes and rewards effectively; provides appropriate levels of direction and support; Consistently follows corporate and departmental polices and guidelines; Utilizes corporate tools for performance appraisals; engages team members in development planning and progress. Identifies training needs within the team; works independently and/or through other sources
to develop a training plan.
Maintains a positive work environment that supports self-directed teams; provides a structure to optimize the experience, skill, knowledge and capability of the team; facilitates collaboration among team members. This position is responsible for the scheduling of employees, productivity tracking, maintaining work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off. This position will also manage the Workforce Management Tool (IEX Totalview) to optimize utilization of resources. Provides administrative backup support to ensure appropriate workflow of all correspondence between the customers, CSRs and claim processing units.
: Interfaces with customers (internal and external) by telephone, correspondence and/or in person to answer inquiries and resolve concerns. Assesses, investigates and resolves difficult issues; Assist in preparing and/or conducting customer presentations; Partners with claims operations and account management to achieve customer satisfaction.
Facilitates regular team meetings, with an agenda and minutes; disseminate information consistently and timely; unsure all customer service policies, workflows, manuals and documentation is current and accurate; Interacts professionally, and presents ideas and information with confidence.
Recruits, attracts, develops, motivates and manages a high caliber of employees; Trains employees on products, policies and procedural changes; Orients new employees.
Experience: 5-8 years.
Industry: Healthcare and/or Call Center.
Job Specific: 5 years or more experience in call center management, preferably in the healthcare industry. A demonstrated track record of managing change with proven results in the achievement of customer service goals.
An equivalent combination of experience and education is acceptable.
Education and/or experiences may run concurrent.
Computer Skills: Working knowledge of word processing, spreadsheets and databases knowledge of Microsoft Office software package.
Knowledge of managed healthcare principles and call center operations. Excellent organizational, interpersonal and communication skills; Ability to maintain production levels and quality goals; Strong analytical and problem solving skills; Ability to train employees on all products, procedures and systems; Detail oriented; Customer/Team Advocate; Flexibility; Positive Attitude; Team Player; Problem Solver; Ability to manage multiple tasks simultaneously; Initiator; Change Agent; Coach; Leader. Excellent oral and written communication skills.
Ability to work various hours as business needs arise. Be available 24/7 in the event of unanticipated service disruptions.
Education: BA preferred.
Experience: 1-2 years supervisory experience preferred.
14100 Magellan Plaza (MO06)
14100 Magellan Plaza
Magellan Health Services is a leading specialty health care management organization with expertise in managing behavioral health, radiology and specialty pharmaceuticals, as well as public sector pharmacy benefits programs. We deliver innovative solutions to make a positive impact on the cost and quality of health care, keeping the best interests of the people we serve at the center of our decision-making. The breadth of our offerings, depth of expertise, clinical excellence and smart, talented employees is what makes us unique.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment where we value professional growth and development, total health and wellness, rewards and recognition and employee unity. Magellan is a place where you can thrive.
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