Manager, Customer Care

Company

Work Schedule Description (e.g. M-F 8am to 5pm)

Remote Work Notification

Hiring Manager : Full Name: First Last

Overview

Navitus Health Solutions is seeking a Manager, Customer Care to join our team!

The Manager, Customer Care (MCC) is responsible for the successful daily operations of the contact center in collaboration with other Customer Care leadership. The MCC will manage staff and processes to ensure individual, operational, and regulatory standards and requirements are defined, communicated, and achieved. The MCC will analyze, monitor, and implement change as necessary to ensure Customer Care staff consistently meets performance metrics and delivers superior service to internal and external customers. The MCC will remain informed of current and anticipated requirements and facilitate/lead interventions or changes as necessary. The MCC will ensure staffing is adequate, efficient, proficient and compliant in essential areas and intervene where necessary to make changes/improvements to the workforce and/or its technology resources/tools. The MCC will represent and serve as Customer Care SME in client meetings, corporate and departmental projects, internal and external audits. The MCC will act as a point of escalation should staff be unable to resolve a customer need/complaint. The MCC will manage vendor/client expectations to ensure staff is able to educate and service its members successfully. Direct reports may include Customer Care Supervisors, Training and Quality Positions or other support staff positions as needed, with the MCC responsible for growth, development, and performance assessment of these individuals.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team? 

• Ensure all performance guarantees, regulatory requirements and internal metrics are consistently met. Manage tracking, trending, and reporting of metrics. Manage standards and metrics to drive performance and exceed client expectations
• Maintain consistent employee assessments and relationships both formal and informal. Coach, motivate and develop departmental staff to produce outstanding results and achievements for the individual and department. Discipline as necessary
• Learn and maintain SME knowledge requirements impacting customers. Manage processes to be compliant with all requirements. Understand state, federal, and accreditation regulations as they affect Customer Care to include CMS, NCQ, URAC, etc
• Maintain technical knowledge of Navitus’ claims processing software, knowledge management system, quality management software, 3D, and other tools as applicable
• Maintain working knowledge of client benefit design and resources used to administer client-specific benefits accurately
• Manage department budget to assure organization and departmental financial success
• Manage departmental business continuity and escalation procedures. Educate staff regularly and test processes routinely to ensure quick and efficient implementation
• Participate in Sales activities, including RFP responses and potential client presentations
• Travel as necessary to other campuses and/or client sites
• Manage development and maintenance of necessary policies and procedures and other department resources
• Other duties as assigned

Qualifications

What our team expects from you?

• Bachelor’s Degree or 5 years’ experience required
• Experience in a managed care, pharmacy, customer service, or PBM environment
• Direct leadership or coaching/mentoring experience
• Claim/benefit administration experience
• Knowledge of industry practices, HIPAA, and applicable data privacy practices
• Project and/or process management experience required
• On-call availability
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Navitus?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

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Pay Range