Manager of Customer Service

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

About the role

This is an in-office position at 6535 SH 161, Irving, Texas 75063. The Customer Service Manager is accountable for achieving business results through effective leadership and management processes with a special emphasis on assigned clients and maintaining client relationships.

Supervisory Responsibilities

• Managing Customer Service Assistant Managers
• Directly accountable for hiring and promotion within WebTPA
• Provides direction and coaching on performance of AMCS and their teams (direct and indirect reports)
• Conducts 1:1 meetings for updates and performance appraisals
• Issues disciplinary measures in partnership with HR

Responsibilities

• Primary contact for clients on day-to-day items and updates
• Manage client relationships as primary contact for daily items
• Monitor Client Performance Guarantees
• Responsible for internal reports indicating call volumes, success factors behind metrics with suggested proposals based on feedback from client and analysis
• Consistently review team performance metrics in conjunction with client satisfaction and advise on areas for improvement and additional training necessary to be successful
• Resolve customer service issues by researching plan coverage, history, and routinely educating clients, customers, and members with findings via updates to Sr. Manager Ops and Director Ops
• Partner with HR Talent Development for training initiatives on team specific to performance metrics, internal reporting, and internal audits

Requirements

• 3+ years related work experience in a call center environment in the healthcare industry
• 1+ years direct supervisory/management experience
• Professional verbal and written communication skills for interfacing with internal and external contacts
• Strong knowledge of Microsoft Office

Qualifications

Related Bachelor’s degree or additional related equivalent work experience.

Benefits

• Medical, dental, vision, life, and global travel health insurance
• Life insurance, short- and long-term disability programs
• Leave programs to support personal circumstances
• 401(k) with employer contribution match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits options available
• Comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.