Manager II Customer Care (US)
Elevance Health

Job Info

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AmeriBen is a proud member of the Elevance Health family of companies. We are a third-party administrator (TPA) of medical benefits, also providing medical management, human resource consulting and retirement benefits administration services.

Location: This position will take part in Elevance Health's hybrid workforce strategy which includes virtual work and 1-2 days in office per week.

**The ideal candidate will live within 50 miles and a 1-hour commute to one of our Elevance Health major office (PulsePoint) locations. Elevance Health supports a hybrid workplace model with PulsePoint sites used for collaboration, community, and connection.

The Manager II Customer Care is responsible for responsible for providing oversight of customer service staff.

How You Will Make an Impact

Primary duties may include, but are not limited to:

• Responsible for establishing departmental policies and procedures.
• Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures.
• Serves as mentor to lower leveled managers; serves as subject matter expert for other areas of the company as well as within the department; has accountability for deliverables of a third party or vendor; manages multiple functions requiring unique sets of knowledge or has significant fiscal accountability over and above routine people/equipment costs; develops and manages annual operating budget; may be assigned to special project work consistent with the role and as dictated by the needs of the business; audits to monitor efficiency and compliance with policies; prepares specialized reports.
• Hires, trains, coaches, counsels and evaluates performance of direct reports.

Minimum Requirements:

Requires BA/BS degree and a minimum of 2 years previous management experience and a minimum of 5 years customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• Strong knowledge of Elevance Health plans for member & provider call center service models (inbound)
• Managing high performing call center teams
• Direct supervision of large teams, including remote staff
• Strong understanding and knowledge of Call Center KPI's (key performance indicators) and PG's (performance guarantees)
• Strong understanding and knowledge of Call Center VOC (voice of the customer) and NPS (net promoter score) program & metrics
• Strong understanding and knowledge of Call Center Technologies (Telephony & CRM)
• Effective time management & organization skillsets
• Effective coaching, performance management, supports & empowers staff (employee engagement)
• Effective communication skills (written, verbal)
• Self-starter, takes actions, adopts & applies technology to seek continuous improvement
• Creates Collaborations and actively listens
• Leads and partners effectively to drive change, resolution, process/performance improvement
• Direct knowledge of Project management and Implementations skillsets & tools

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.

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