Close
Become a Member (844) 412-3019

Position Summary:

We are looking for a skilled Member Services Manager who can lead our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, focus on improving performance, and processes to better support our members.

Essential Functions:

  • Oversee day-to-day operations of Member Services
  • Experience with Medical Claims and coding preferred
  • Monitor the performance of personnel, identified training needs and revamp working aids related to everyday duties
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
  • Attend managerial meetings to communicate changes, issues, and opportunities
  • Manage the staff and responsible for overall direction, coordination planning, assigning, and directing work
  • Ensure proper delivery of Disciplinary Action including Performance Improvement Plans (PIPs)
  • Conduct employee reviews annually
  • Fostering team building and group dynamics, provide career development planning and opportunities
  • Other duties as assigned

Requirements:

  • BS degree, or equivalent required
  • Previous customer service experience preferred
  • 2+ years of supervisory experience required
  • 2+ year of healthcare experience preferred
  • 2+ year of Call Center experience preferred
  • Ability to learn and understand the product and the organization
  • Exceptional interpersonal, customer service, problem-solving, verbal/written communication, and conflict resolution skills
  • Strong coaching and leadership skills, ability to motivate employees
  • Ability to multi-task, prioritize, and manage time effectively
  • Working knowledge of all Microsoft Office products
  • Demonstrate self-awareness, discretion and confidentiality
  • Manage multiple tasks and prioritize time
  • Demonstrate critical thinking skills to understand business issues relevant to the customer and raises issues to the appropriate levels
  • Ability to work independently in a fast-paced ever-changing environment
  • Polite and positive can-do attitude

 

Candidates must pass a pre-employment Drug Screen and Background Check.

The Aliera Companies is an equal opportunity employer.