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in Smyrna, GA

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Hours Full-time, Part-time
Location smyrna, Georgia

About this job

Position Purpose: Plan and manage assigned customer service function at the health plan to meet overall business goals and objectives.

Manage the workflow of the customer service function and communicate standards

Analyze department performance; develop, implement and maintain production/performance standards in line with Company goals and objectives

Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development

Develop, prepare and review reports for management

Review and respond to complex issues and questions

Review, investigate and resolve inquiries regarding customer service issues for internal and external customers

Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives

Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations

Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances

Research and incorporate best practices into department operations

Education/Experience: Bachelor's degree in healthcare, business or related field or equivalent experience. 4 years of customer service/call center experience with direct supervisory responsibility over others, preferably in a healthcare or insurance environment.