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Description
Job Description
Job Title:
Manager Customer Care (DSU)
Job ID:
11154
Location: Tampa, FL
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
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Responsibilities
**MEDICARE exp. preferred**
JOB SUMMARY:
Provides leadership and direction for assigned member/provider/outbound teams. Responsible for the achievement and maintenance of all performance goals for the assigned teams and contribute toward the attainment of the business unit and Customer Service goals and objectives. Support and develop supervisory team to manage, develop and retain staff.
PRIMARY RESPONSIBILITIES:
1. Plan, organize and manage all call center activities for assigned team, including organization, staffing, technology, training, budget, and reporting.
2. Ensure high level of customer service by associates assigned to support our members and providers, by monitoring for continual improvement of service by the associates and providing coaching to improve quality. This level of service can be measured by the associates' adherence, productivity, quality, and key measure performance.
3. Possess strong interpersonal skills to manage, develop, and retain staff.
Creates development plans for associates.
Provides timely and effective feedback to associates.
Tracks key performance metrics of individuals and monitors monthly scorecard for team.
Develops corrective action plans when performance is below standard.
Performs all levels of performance management.
Documents any and all performance-related activity.
4. Coordinate, communicate, and execute the policies, programs, practices and procedures to the company to the associate.
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. Builds and maintains positive working relationships with Quality Assurance, Claims and other key departments with AMERIGROUP to resolve associate issues, claim or customer related issues and ensure associate and customer satisfaction.
9. Other duties as requested or assigned.
EDUCATION AND EXPERIENCE:
Education
Required:
College degree or equivalent work experience.
Years and Type of Experience Required:
Required:
Five years of relevant work experience and at least one year leadership/management experience.
Preferred:
Four years call center management experience
Experience in a service oriented industry.
Managed Care experience
Proven experience analyzing workflow to ensure quality, quantity, required timeframes, and efficiency standards are met.
Specific Technical Skills
Required:
Strong MS Office skills including Word, PowerPoint and Outlook.
Advanced understanding of call center technology and terminology.
Preferred:
Experience with Amisys and Facets.
Familiarity with workforce planning software.
Advanced understanding of medical terminology and claims.
Certifications or Licensures
Preferred:
Six Sigma Greenbelt certification
Other:
Required:
Service focused.
Able to set and execute strategy.
Excellent understanding of call center technology.
Management skills for all levels of staff (exempt and non-exempt).
Ability to interact and communicate to and at all levels.
Excellent verbal and written communication skills.
Analytical and inquisitive.
Organized with ability to handle multiple projects.
Appreciation of cultural diversity and sensitivity towards target population.
Strong analytical and problem solving skills.
Conflict management skills.
Strong interpersonal skills.
Demonstrates initiative, is proactive in problem resolution, has the ability to multitask successfully.
SCOPE INFORMATION
# Direct Reports: 4+
# Indirect Reports: 60-75
Budgetary $ Responsibility:
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.
Equal Employment Opportunity
In accordance with state and federal laws, employment offers are tendered solely on the basis of qualifications without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, handicap (including disabled veterans) or Vietnam Era veteran status.
AMERIGROUP administers pre-employment drug testing as a condition of employment and a satisfactory criminal history background report.
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Email to Friend Save Job Apply Now
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Details:
Job Id:
756745A0
Posted / Updated:
4/10/2010 3:31:24 AM
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