Customer Service Manager - Bakersfield 1.1

Description

Employment Details:

Location: Bakersfield, CA (Onsite)

Classification: Full-Time

This position is exempt and will be paid on a salaried basis.

Schedule: Monday-Friday 8am-5pm

Benefits

• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• Floating Holiday
• Simple IRA Plan with a 3% Employer Contribution
• Employer Paid Life Insurance
• Employee Assistance Program
  
  

Compensation: The initial pay range for this position upon commencement of employment is projected to fall between $33.80 and $42.24. However, the offered base pay may be subject to adjustments based on various individualized factors, such as the candidate's relevant knowledge, skills, and experience. We believe that exceptional talent deserves exceptional rewards. As a committed and forward-thinking organization, we offer competitive compensation packages designed to attract and retain top candidates like you.

Position Summary

The Customer Service Manager is responsible for the overall leadership, performance, and operational effectiveness of the Call Center Department. This role oversees Customer Service Representatives (CSRs) and supervisory staff, ensuring the delivery of high-quality, timely, and accurate service to members, providers, employers, and internal stakeholders.

The Customer Service Manager drives departmental performance by establishing service standards, monitoring key performance metrics, and implementing process improvements to enhance customer experience. This role partners with cross-functional departments to resolve escalated issues, improve workflows, and support organizational initiatives, while fostering a high-performing, customer-focused team environment aligned with UHCMSO’s mission and values.

Requirements

Job Duties and Responsibilities:

• Oversee daily customer service operations, ensuring efficient call handling, issue resolution, and service delivery across all lines of business.
• Establish, monitor, and drive performance against key contact center metrics, including call response times, abandonment rates, quality scores, and customer satisfaction.
• Provide leadership, coaching, and development to CSRs and supervisory staff, promoting accountability and continuous improvement.
• Manage escalated and complex customer issues, ensuring timely resolution and appropriate follow-through.
• Develop and implement customer service strategies, workflows, and initiatives to improve efficiency and enhance overall customer experience.
• Analyze call trends, performance data, and customer feedback to identify opportunities for process improvement and training.
• Collaborate with internal departments (e.g., Claims, Enrollment, Authorizations, IT) to resolve systemic issues and improve service delivery.
• Ensure consistent and accurate communication of benefits, eligibility, claims, and authorization information to all stakeholders.
• Oversee staffing, scheduling, and resource allocation to meet service level expectations and departmental goals.
• Lead the development and maintenance of customer service policies, procedures, and quality assurance standards.
• Support the implementation and optimization of customer service technologies and systems.
• Drive a culture of professionalism, responsiveness, and customer-centric service across the department.
• Oversee training programs and onboarding for new hires, as well as ongoing staff development initiatives.
• Ensure proper documentation, tracking, and reporting of customer interactions and departmental metrics.
• Participate in organizational initiatives and support departmental growth and scalability.
• Actively participate in recruiting, hiring, and performance management processes.
• Perform other duties as assigned.
  
  

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree in Healthcare Administration, Business, or a related field preferred.
• Minimum of 5 years of experience in a healthcare or managed care environment preferred.
• Minimum of 3 years of leadership experience, including direct supervision of staff.
• Strong knowledge of healthcare operations, including benefits, claims, eligibility, and authorizations.
• Experience in a managed care environment is strongly preferred.
• Demonstrated ability to manage teams, analyze performance metrics, and drive operational improvements.
• Strong problem-solving, organizational, and decision-making skills.
• Excellent communication and interpersonal skills, with the ability to manage escalated situations effectively.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.