ValueOptions, one of the nation’s largest managed behavioral healthcare companies, is seeking an experienced Customer Service Manager to join its Coppell, Texas team.
The qualified candidate will supervises and coordinate customer service department activities. Hire, train and evaluate productivity and service quality of representatives and supervisors/team leads. Provide feedback to ensure and improve customer service. Guide staff in resolving problems for members/providers and internal customers. Develop and implement action plans to improve work flow, resolve service problems, and meet training requirements. Communicate effectively with other departments. Lead, monitor, motivate and evaluate employees in a team setting. Review telephone statistics daily, weekly and monthly. Evaluate employee performance, attendance and job knowledge through observation (especially telephone skills) and give feedback. Review difficult customer service problems and expedite resolution. Guide and educate staff in coverage plan benefits, policy and procedures. Complete and monitor reports. Develop methods to ensure commitments to customers are consistently met or exceeded. Analyze and solve day-to-day business problems with effective solutions while aggressively pursuing departmental and team goals.
The ideal candidate will possess:
•Bachelors degree in related field (psychology, social work, or business) required;
•Two to three years Customer Service experience required;
•HMO or managed care experience preferred;
•One year of supervisory experience preferred.
ValueOptions offers a competitive benefit and compensation package and opportunities for professional and personal growth. Interested candidates should respond in confidence with a resume and cover letter, to include salary history, to:
Email [email protected]
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