Manager Customer Care

Mgr Customer Care

Job ID 2013-22526 # Positions 1
Location US-NY-Brooklyn
US-NY-New York
Search Category Customer Service
Type Regular Full-Time (30+ hours) Posted Date 4/9/2013
Additional Locations US-NY-New York

More information about this job:
Summary:

Provides leadership and direction for assigned Customer Service teams. Responsible for the achievement and maintenance of all performance goals for the assigned teams and contributing towards the attainment of business unit and Customer Service goals and objectives. Supports and develops supervisory team to manage, develop and retain staff.

This position sits in our NY offices. It is not available as telecommute.

Responsibilities:

1. Plan, organize and manage all activities for assigned team, including organization, staffing, technology, training, budget, and reporting.

2. Ensure outstanding customer experience is provided by assigned staff by monitoring performance and providing coaching to improve quality.

3. Possess strong interpersonal skills to manage, develop, and retain staff.

4. Coordinate, communicate, and execute the policies, programs, practices and procedures of the department and company to the associates.

5. Develop and maintain member collateral and educational material content and contribute to provider materials. Assist in the coordination and distribution of materials.

6. Ensure interdepartmental communications are effective for receiving and diffusing information affecting the quality of services for members and providers.

7. Provide training and development support for assigned supervisors in the areas of time card management, performance management, and coaching/developing their associates.

8. Build and maintain positive working relationships with Quality teams, Claims and other key departments to resolve issues, claim or customer related issues and ensure associate and customer satisfaction.

9. Perform other duties as assigned.

Qualifications:

EDUCATION AND EXPERIENCE

Education

Required:
- Bachelor's degree in related field or equivalent experience

Required:
- Five years of experience in customer service or call center environment.
- One year of leadership/management experience or Successful completion of Amerigroup Leadership Development Program in lieu of above years of experience.

Preferred:
- Managed care experience.
- Four years of call center experience.

Certifications or Licensures

Required:
- N/A

Preferred:
- Six Sigma Green Belt certification

Language Skills

Required:
- English

Preferred:
- Spanish

Technical Competencies
- Computer Hardware, Software, and Applications/Office Equipment-Advanced.
- Ability to use software and hardware of a computer to complete certain moderate to complex tasks.
- Skills to use basic office equipment such as telephone, fax machine and copy machine.
- Working knowledge in a windows environment to include navigation skills using a mouse and keyboard.
- Use of internet.
- Ability to review and draft correspondence in email system and word processing systems.
- Ability to use spreadsheets to review, organize and edit data.
- Ability to use software to conduct data analysis, reporting and sharing of information to solve problems.
- Ability to use of complex applications of software to analyze and solve business problems.

Communication Skills
- Verbal, Written and Call Handling-Advanced
- Ability to convey complex messages to a variety of audiences in an effective manner using proper language, grammar and style in the preparation of verbal and written messages to business partners and customers.
- Ability to prepare, edit and clearly convey a variety of messages including presentations, training materials and updates.
- Ability to handle escalated issues to diffuse concerns through verbal and written messages. Heath Care Industry terminology
- Ability to understand basic health care industry terms.
- Ability to understand how an insurance claim works and use the explanation of benefits to explain details to providers and related business partners. Read, Interpret and Apply information-Advanced
- Ability to read, comprehend and interpret complex information to provide accurate and appropriate information to business partner or customer.
- Ability to research information using available resources and determine where gaps in information exist to seek other sources.
- Ability to understand when to escalate erroneous/inconsistent information discovered in resources to appropriate level of management for review.

Behavioral Competencies

Strategic Leadership

Be Strategic
- Demonstrates understanding of the organization's mission and strategies.
- Sees the "big picture" (eg, overall themes, trends, goals).
- Integrates and balances big-picture concerns with day-to-day activities.
- Establishes strategies for achieving individual or work unit goals.

Make Sound Decisions
- Analyzes, incorporates and applies new information and concepts.
- Recognizes symptoms that indicate problems.
- Makes sound decisions on everyday issues and problems.
- Makes timely decisions on problems/issues requiring immediate attention.

People Leadership Develop/Support Organizational Talent
- Identifies and recruits/refers qualified people.
- Makes accurate evaluations of people's capabilities and fit.
- Provides honest, helpful feedback to others on their performance.
- Shares own experience and expertise with others.

Ensure Collaboration
- Provides sound rationale for recommendations.
- Solicits support for ideas.
- Ensures that own positions address others' needs and priorities.
- Builds relationships to create a foundation for future influence.

Results Leadership Show Drive and Initiative
- Identifies what needs to be done and does it.
- Maintains a consistent, high level of productivity.
- Takes personal responsibility to make decisions and take action.
- Does not easily give up in the face of unexpected obstacles.

Accountability/Optimize Execution
- Juggles many priorities and competing demands for one's time.
- Conveys clear expectations for assignments.
- Removes obstacles in order to move the work forward and/or get efforts back on track.
- Seeks additional resources to complete tasks when needed.

SCOPE INFORMATION

# Direct Reports: 18-22

# Indirect Reports: Varies Budgetary

Budget Responsibility: 0

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to operate general office equipment including but not limited to: computer, phones and related media and information devices.
- Ability to communicate both in person and/or by telephone.
- Must be able to travel as needed and adhere to AMERIGROUP travel policies and procedures.

ermCS