Job Description:

Customer Service Manager - TPA

(Health Benefits Administration - Call Center Management)

Center City, Phila., PA

(Full Time, Permanent role)

Homestead Smart Health Plans, headquarters in Philadelphia, PA is a full-service Health Benefit Administrator that is seeking an experienced, successful, and passionate Customer Service Manager.

In this role your job is to lead the team and seek solutions that create a high performing team who delivers best in class service to our customers.

The Customer Service Manager position will be based out of our Philadelphia, PA office.

Key Job Responsibilities:

* Manage the daily operations of the Customer, Concierge, and Client Support call center.

* Drive results in a fast-paced customer focused environment.

* Execute while constantly looking for process improvements.

* Assist in recruiting, selection, onboarding, training, and coaching new hires.

* Develop and implement improvements to processes and operations.

* Leverage workforce management tools to prepare work schedules that meet the needs of our customers.

* Contribute to the ongoing changes required to the customer service strategy to meet the needs of the changing landscape of the business.

* Coach and mentor staff to include call monitoring.

* Tier 2 support for team escalations.

* Direct back up for Customer Service Director.

* Monitor and manage the CRM processes to ensure the customer’s journey is documented

* Establish, define and monitor performance standards of staff.

* Develop and maintain metrics and dashboard reporting to capture the service engagement; identify and remedy shortcomings to ensure service goals are attained.

* Communicate potential performance issues and provide solutions to ensure performance is maximized and customer satisfaction is achieved.

* Perform other duties as assigned by management.

Knowledge, Skills, and Abilities required:

* Able to work comfortably in a fast-paced environment.

* Excellent interpersonal, written and oral communication skills to build rapport with leadership, staff, customers and business partners.

* Solid organizational skills and effective time management; ability to manage and prioritize multiple assignments.

* Enthusiastic, highly motivated, self-starter with a positive attitude and sense of urgency.

* Commitment to customer service excellence.

* Lead and develop a high performing team.

* Knowledge of medical terminology, medical coding, ICD 10, and CPT4.

* Working knowledge of provider reimbursement and payment methodologies to include reference- based pricing and the balance bill processes.

* Competency in Microsoft applications including Word, PowerPoint, Excel, Access and Outlook.

* Ability to work as part of a team or independently.

* Proven ability to take initiative, meet deadlines, and follow through on assignments.

* Work effectively independently and as part of a team.

* Strong work ethic required.

COVID-19 - We ask that you are fully vaccinated for Covid-19

You must be eligible to work in the US, as there is no sponsorship available

Homestead Smart Health Plans is an Affirmative Action - Equal Opportunity Employer (Minorities / Females / Vets / Disabled). Homestead Smart Health Plans provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.