Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our missionto enhance the health and well-being of the people and communities we serve.

OurManager Customer Careis responsible to manage a team or unit of customer service representatives (could be either physical or behavioral health) and ensuring service levels are met or exceeded.

For Behavioral Health Customer Service, the manager ensures the timely and accurate assessment of caller needs is connected to the right solution for either care or service. Provides actionable outcomes and recommendations in partnership with Clinical Services to ensure a positive member and provider experience. The position ensures that the data integrity with respect to documentation between internal customer service and clinical services is scrutinized and validated on a regular basis, so member case information meets audit and regulatory requirements. 

• Achieves and maintains preferred standards for the department.
• The ability to successfully interface with key stakeholders across the company to drive performance results and outcomes. 
• Manages work processes, and measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies.
• Communicates, implements, and interprets corporate and departmental policies and procedures.
• Ensures and maintains excellent working relationships with key stakeholders both internal and external. 
• Manages customer care advocates and supervisors to ensure compliance with policies, procedures, and customer requirements.
• Ensures the contact center is meeting telephone access standards for Independence.
• Understands federal Health Insurance Portability and Accountability Act (HIPAA) guidelines and how to apply them to each method of member contact.
• Ensures motivational programs are being utilized.
• Manages the department`s customer/support services quality improvement programs to ensure alignment with member and provider satisfaction standards.
• Develops, implements, and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.
• Establishes individual performance goals for direct reports, conducts performance reviews, and provides coaching and counseling. Plans approve and implement programs for the development of team members.
• Analyzes department's performance reports. Reports on the team's progress. Ensures that the team meets productivity, quality, and service standards.