Manager I/II Customer Care-CA-64223
WellPoint - Newbury Park, CA

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WellPoint is the nations leading health benefits insurer and a Fortune Top 50 company. At WellPoint, we are dedicated to improving the lives of the people we serve and the health of our communities. WellPoint strives to simplify the connection between health, care, and value for our customers.

Bring your expertise to our innovative, achievement-driven culture, and you will discover lasting rewards and the opportunity to take your career further than you can imagine.

Manager I/Manager II Customer Care

(hiring level based on experience)

This position is located in the Newbury Park, CA office

The Manager I/II-Customer Care position is on our Medicaid team and is responsible for managing, leading and coaching a team of front line representatives who are responsible for written correspondence, resolution of pending telephone inquiries and customer calls. The Medicaid service operations teams are responsible for meeting contractual service level goals for various Medicaid lines of business. The Manager I/II will be responsible for coaching customer care representatives to meet and/or exceed quality and production standards, including inventory levels, member satisfaction, first call resolution, average handle times, service skills, taking responsibility and teamwork.

Manager I Customer Care - Primary duties may include, but are not limited to: directs implementation and administration of benefit programs. Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures. Audits to monitor efficiency and compliance with policies; prepares specialized reports; may be assigned to special project work consistent with the role and dictated by the needs of the business. Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Manager II Customer Care - Primary duties may include but are not limited to: responsible for establishing departmental policies and procedures. Prepares and communicates information to appropriate parties regarding dental programs, procedures, changes and government mandated disclosures. Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department; has accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs; develops and manages annual operating budget; may be assigned to special project work consistent with the role and as dictated by the needs of the business; audits to monitor efficiency and compliance with policies; prepares specialized reports. Hires, trains, coaches, counsels and evaluates performance of direct reports.

Job Qualifications

The successful candidate should have excellent analytical skills, excellent inventory management skills, strong communication skills, have excellent attention to detail, have the ability to motivate individuals and teams, have strong decision making skills, have the ability to balance priorities, be self-motivated and have excellent change and time management skills.

Manager I

Requires BA/BS. 1 year of experience in a leadership role and 5 years related customer service experience, or any combination of education and experience, which would provide an equivalent background. Medicaid and WGS experience required.

Manager II

Requires BA/BS. 2-3 years previous management experience in addition to 5+ year’s customer service experience, or any combination of education and experience, which would provide an equivalent background. Medicaid and WGS experience required.

Once an offer is accepted, all external applicants are subject to a background investigation
and if appropriate, drug testing. Offers of employment shall be contingent upon
passing both the background investigation and drug testing (if required).

  • Current WellPoint associates: All referrals must be submitted through the formal
associate referral process on WorkNet. Official guidelines for the associate referral
program can be found in My HR.

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