What are the responsibilities and job description for the Customer Success Manager position at Antidote Health?
SUMMARY
Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success Manager is responsible for overseeing the day-to-day operations of the customer support team, ensuring efficient customer inquiry management, high-quality service delivery, and compliance with regulatory standards. This role will be pivotal in managing customer interactions, optimizing processes, mentoring support agents, and driving customer satisfaction.
This is a NY hybrid role requiring 2 days in the NYC office each week.
Key Responsibilities
Operational Management & Team Leadership
- Oversee daily operations of the customer support team, ensuring prompt and effective resolution of inquiries, grievances, and appeals.
- Develop and implement policies and procedures to enhance efficiency and service quality.
- Implement and monitor key performance indicators (KPIs) to drive service excellence.
- Supervise, mentor, and develop customer support agents, fostering a culture of accountability, teamwork, continuous improvement, and high morale.
- Assist in recruiting, onboarding, and training new customer support agents.
- Ensure adherence to HIPAA, HICS, NCQA, HEDIS, and other regulatory standards in all customer interactions.
Customer Experience Optimization
- Leverage data analytics and customer feedback to identify opportunities for process improvement.
- Implement automation to enhance customer interactions and resolutions.
- Serve as an escalation point for complex or high-priority customer issues, ensuring swift and satisfactory resolutions.
- Develop strategies to increase engagement, satisfaction, and retention among members.
Collaboration & Strategic Initiatives
- Work cross-functionally with the Marketing, Product, IT, and Compliance teams to streamline customer interactions and implement customer-first solutions.
- Support large-scale projects such as new product launches, regulatory changes, service area and product expansions.
- Monitor case handling to ensure timely notifications and adherence to resolution deadlines.
- Evaluate and implement technologies to support customer service operations, including CRM tools.
Process Improvement & Compliance
- Develop and execute initiatives to optimize workflows, improve inquiry management, and enhance service efficiency.
- Ensure compliance with all health insurance regulations and company policies.
- Develop service observing and quality assurance programs.
- Prepare and present regular reports on service quality, complaints, grievances, KPIs, trends, adherence to turnaround times and areas for improvement.
Qualifications
Education & Experience
- Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
- Minimum of three years of experience leading a customer success or support team in a healthcare or health insurance environment.
- Proficiency in CRM tools (Salesforce preferred) and customer service technologies.
Skills & Competencies
- Strong leadership, communication, and team-building abilities.
- Excellent problem-solving and analytical skills.
- Adaptable and able to manage multiple priorities in a fast-paced, high-growth environment.
- Experience with compliance and regulatory requirements in healthcare and health insurance.
- Empathetic and able to build strong relationships with diverse stakeholders.
Why Join Us?
- Be part of a mission-driven organization focused on improving access to quality healthcare.
- Opportunity to lead and shape customer support operations in a rapidly growing health plan.
- Competitive salary, benefits, and professional growth opportunities.