Manager I Customer Care (US)
Elevance Health

AmeriBen is a proud member of the Elevance Health family of companies. We are a third-party administrator (TPA) of medical benefits, also providing medical management, human resource consulting and retirement benefits administration services.

Location: This position will take part in Elevance Health's hybrid workforce strategy which includes virtual work and 1-2 days in office per week.

**The ideal candidate will live within 50 miles and a 1-hour commute to one of our Elevance Health major office (PulsePoint) locations. Elevance Health supports a hybrid workplace model with PulsePoint sites used for collaboration, community, and connection.

The Manager I Customer Care is responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures.

How You Will Make an Impact

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.

Minimum Requirements:

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

Preferred Skills, Capabilities, and Experiences:

• Strong knowledge of Elevance Health plans for member & provider call center service models (inbound)
• Managing high performing call center teams
• Direct supervision of large teams, including remote staff
• Strong understanding and knowledge of Call Center KPI's (key performance indicators) and PG's (performance guarantees)
• Strong understanding and knowledge of Call Center VOC (voice of the customer) and NPS (net promoter score) program & metrics
• Effective time management & organization skillsets
• Effective coaching, performance management, supports & empowers staff (employee engagement)
• Effective communication skills (written, verbal)
• Self-starter, takes actions, adopts & applies technology to seek continuous improvement
• Creates Collaborations and actively listens
• Leads and partners effectively to drive change, resolution, process/performance improvement

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