Manager, Customer Care

About This Role

Guide Team Leads and staff to ensure daily operational issues are met, focusing on quantitative and qualitative objectives for customer care performance.

Responsibilities

• Ensure quantitative and qualitative objectives are used to meet performance objectives
• Manage staffing and scheduling functions
• Compile reports and departmental communications
• Participate in strategic planning and recommendation of action plans
• Interface with team leaders on effective people management strategies such as staffing, coaching and mentoring
• Lead/participate in strategic department/company projects
• Recommend process improvements
• Maintain positive relationship with internal and external customers
• Perform any other job duties as requested

Requirements

• Proficient in Microsoft Word, Excel, and PowerPoint
• Strong management skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships, collaborate and influence at all levels
• Ability to work in a fast-past environment
• Ability to develop, prioritize and accomplish goals/time management
• Strong decision making and problem solving skills
• Exceptional written and verbal communication skills
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills
• Display a customer service, member-focused orientation

Qualifications

• Bachelor Degree in business related field or equivalent years of experience
• Minimum of three (3) years of previous management/leadership experience

Nice to Have

• Previous experience in an HMO environment or related industry
• Knowledge of Medicaid
• Familiarity of healthcare field

Skills

* Required skills

Benefits