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customer service manager Duluth, GA

Kaiser Permanente

Full Time Duluth, GA 85030 - 65800 USD ANNUAL Today

Job description

Leads. coach and mentor customer service representatives. Handles personnel issues with a team approach. Ensures that service standards are achieved. Jointly responsible for the daily operations in order to develop and maintain a superior call center. Support the business processes. Ensure best practice customer service while maximizing revenue. Responsible for the implementation of operational best practices to improve compliance capabilities and efficiencies. Establishes and assures adherence to budgets, schedules, work plans and performance requirements in an effort to avoid paying out department performance guarantees. Actively promotes the vision and values of the MSCC organization - particularly in the areas of customer service, change management, leadership, performance levels, and results orientation

Essential Responsibilities:

Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes coaching, mentoring, disciplining, advising, training, termination and resolution of personnel issues; responsible for increasing employee satisfaction for a line of business that provides customer service around various member health plan related inquiries to members of the plan.

Performs analysis of data and reports to improve employee performance in order to maintain a superior organization. Measures and monitors service performance quality standards to ensure customer satisfaction and to comply with regulatory agencies. Has joint accountability with managers and operations for service level goals and performance guarantees.

Partners with KP departments, sales & marketing,customers and other stakeholders to provide SME knowledge to address member concerns or support projects. Recommends changes in guidelines, procedures, policies.

Represents the Health Plan within the local community on benefits and service matters. Collaborates with Benefits, Contracts and Government Program divisions of KP to interpret contract language and handle member concerns.Ensures the timely intervention of member issues in order to enhance member satisfaction, member recruitment/retention.

Basic Qualifications:

Experience

Minimum two (2) years supervisory or management experience in member services, health care, call center, or financial fields. This can include time spent in a HPSS position at the MSCC.

Education

High School Diploma or General Education Development (GED) required.

License, Certification, Registration

Additional Requirements:

Preferred Qualifications:

Experience in administration requiring extensive complex problem solving is preferred.

Experience in a Labor/Management partnership or similar environment strongly preferred.

Experience using mainframe or personal computer database, word processing, and statistical analysis software packages preferred.

Bachelor's degree in business administration, health care, or related field OR four (4) years of experience in member services, health care, call center, or financial services role OR an associate's degree AND two (2) years of experience in an aforementioned relevant role preferred.

PrimaryLocation : Georgia,Duluth,Duluth Contact Center
HoursPerWeek : 40
Shift : Variable
Workdays : Mon, Tue, Wed, Thu, Fri
WorkingHoursStart : 12:00 PM
WorkingHoursEnd : 09:00 PM
Job Schedule : Full-time
Job Type : Standard
Employee Status : Regular
Employee Group/Union Affiliation : NUE-PO-01|NUE|Non Union Employee
Job Level : Team Leader/Supervisor
Job Category : Customer Services
Department : Membership Contact Center GA - Call Center - 0315
Travel : No
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

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About Kaiser Permanente

CEO: Gregory Adams
Revenue: $10+ billion (USD)
Size: 10000+ Employees
Type: Nonprofit Organization
Website: http://www.kaiserpermanentejobs.org
Year Founded: 1945

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