Job Description:
Call Center - Customer Service Manager - TPA
(Health Insurance Administration - Call Center Management)
Center City, Phila., PA
(Full Time, Permanent role)
Homestead Smart Health Plans, headquarters in Philadelphia, PA is a
full-service Health Benefit Administrator that is seeking an
experienced, successful, and passionate Customer Service Manager. to
oversee our Inbound Call Center.
In this role your job is to lead the team and seek solutions that
create a high performing team who delivers best in class service to
our customers.
The Customer Service Manager position will be based out of our
Philadelphia, PA office.
Key Job Responsibilities:
* Manage the daily operations of the Customer, Concierge, and Client
Support call center.
* Drive results in a fast-paced customer focused environment.
* Execute while constantly looking for process improvements.
* Assist in recruiting, selection, onboarding, training, and coaching
new hires.
* Develop and implement improvements to processes and operations.
* Leverage workforce management tools to prepare work schedules that
meet the needs of our customers.
* Contribute to the ongoing changes required to the customer service
strategy to meet the needs of the changing landscape of the business.
* Coach and mentor staff to include call monitoring.
* Tier 2 support for team escalations.
* Direct back up for Customer Service Director.
* Monitor and manage the CRM processes to ensure the customer’s
journey is documented
* Establish, define and monitor performance standards of staff.
* Develop and maintain metrics and dashboard reporting to capture the
service engagement; identify and remedy shortcomings to ensure service
goals are attained.
* Communicate potential performance issues and provide solutions to
ensure performance is maximized and customer satisfaction is achieved.
* Perform other duties as assigned by management.
Knowledge, Skills, and Abilities required:
* Able to work comfortably in a fast-paced environment.
* Excellent interpersonal, written and oral communication skills to
build rapport with leadership, staff, customers and business partners.
* Solid organizational skills and effective time management; ability
to manage and prioritize multiple assignments.
* Enthusiastic, highly motivated, self-starter with a positive
attitude and sense of urgency.
* Commitment to customer service excellence.
* Lead and develop a high performing team.
* Knowledge of medical terminology, medical coding, ICD 10, and CPT4.
* Working knowledge of provider reimbursement and payment
methodologies to include reference- based pricing and the balance bill processes.
* Competency in Microsoft applications including Word, PowerPoint,
Excel, Access and Outlook.
* Ability to work as part of a team or independently.
* Proven ability to take initiative, meet deadlines, and follow
through on assignments.
* Work effectively independently and as part of a team.
* Strong work ethic required.
You must be eligible to work in the US, as there is no sponsorship available
Homestead Smart Health Plans is an Affirmative Action - Equal
Opportunity Employer (Minorities / Females / Vets / Disabled).
Homestead Smart Health Plans provides equal opportunities to all
employees and applicants for employment without regard to sex, race,
color, religion, marital status, national origin, age, genetic
information, sexual orientation, gender (including gender
identity/expression), disability, veteran status and military status,
pregnancy or pregnancy-related medical conditions, or any other factor
that may be protected by law.
