Customer Experience Manager

Description

Working at Captrue Benefits, you'll be part of a supportive, innovative, collaborative, and caring team that serves customers in the healthcare financing, disclosure, and delivery space. Captrue Benefits is seeking a Customer Experience Representative to join their team. This is a full-time position based in Blaine, MN, or remotely.

Our Vision for this Key Role

The Customer Experience Manager at Captrue Benefits leads the Customer Experience team and is responsible for building a high-touch member engagement operation that goes beyond a traditional call center. This role oversees inbound and outbound communications across phone, email, website, and portal channels; manages real-time queue and team performance; monitors service levels, quality, and key performance indicators; and partners with leadership to continuously improve processes and the overall customer experience.

What You’ll Do in This Job

• Provide daily guidance and communication to ensure customer service calls and inquiries are handled promptly, efficiently, knowledgeably, and in alignment with service expectations
• Lead, coach, motivate, and develop Customer Experience Representatives through regular one-on-one meetings, clear expectations, training, performance feedback, and development planning
• Maintain thorough knowledge of employee benefit provisions for group health plans, including Traditional Medical (PPO and RBP), Dental, and Prescription Drugs
• Answer questions concerning payments, claims, and benefits, and train staff to effectively use applicable portals, databases, phone systems, and operational resources
• Evaluate trends, customer satisfaction metrics, call quality, productivity, and operational data; provide summaries and recommendations to leadership
• Coordinate with internal departments including Claims, Enrollment, and Client Services to ensure seamless service delivery and consistent communication
• Actively participate in department meetings and contribute to new programs, methods, and service delivery improvements

Requirements

• A high school diploma or equivalent required; an associate's degree or higher preferred
• Minimum 4 to 6 years of experience in a multi-channel call center or customer service environment, preferably with a TPA, health plan, or health insurance carrier
• Experience in medical and/or dental employee benefit administration, including the ability to read, analyze, and interpret plan benefits, guidelines, claims, and payment information
• Supervisory experience or demonstrated leadership potential, such as prior team lead, project leadership, or similar leadership responsibility
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word, with the ability to learn and use other data systems, portals, phone systems, and operational tools
• Excellent verbal, written, interpersonal, and customer service skills, with a demonstrated commitment to quality assurance and improving the customer experience
• Strong troubleshooting, listening, analytical, problem-solving, multitasking, prioritization, time management, organizational skills, and attention to detail
• Ability to function well in a high-paced and at times stressful environment while meeting deadlines
• Knowledge of HIPAA regulations and a commitment to maintaining compliance with privacy and security standards
• Demonstrated ability to professionally interact with peers, leadership, direct reports, and cross-functional teams
• A strong desire to contribute to Captrue's mission of changing the way healthcare is financed, disclosed, and delivered

Pay

$55,000 - $75,000 annually