The H&B Support Manager will report to the Associate Director, Member Experience in the CDB Member Services department. This role is responsible for increasing member satisfaction, retention, and growth by efficiently delivering competitive services to our members through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Maintains oversight of functions in local service center, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations. Executes local strategic and operational plan in support of business segment customer service objectives and initiatives. Plans, directs, and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of professional employees
Oversees the operations in a local service center handling a customer service function, which may include claims, member services, member experience team.
Develops, trains, evaluates, and coaches staff to provide the best member experience possible to ensure that quality standards are met.
Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met.
Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality products, services, and solutions.
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.
Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
Collects, analyzes, and reports on operations information in support of process, systems, and policy redesign.
Effectively applies and enforces Inspira HR policies and practices, i.e. FML/EML, Attendance, Code of Conduct, and Disciplinary Guidelines.
Effectively manages cross-functional projects that support the business strategy.
Other duties as assigned Supervisory Responsibilities:
15-20 direct reports
Recruits, interviews, hires, and trains new staff.
Oversees the daily workflow of the department.
Provides constructive and timely performance evaluations.
Typical schedule for this position is Monday to Friday from 11:30 a.m. ET to 8 p.m. ET and Saturdays from 8 a.m. ET to 6 p.m. ET, subject to modification by the Company due to business needs.
Monday to Friday
- Central Time (CT): 10:30 a.m. to 7 p.m.
- Mountain Time (MT): 9:30 a.m. to 6 p.m.
- Pacific Time (PT): 8:30 a.m. to 5 p.m.
Saturday
- Central Time (CT): 7 a.m. to 5 p.m.
- Mountain Time (MT): 6 a.m. to 4 p.m.
- Pacific Time (PT): 5 a.m. to 3 p.m.
Qualifications
Years of Experience: 7-10 years of experience in customer service in a client facing role, 3-5 years leadership experience with direct reports . Degree: Bachelor’s Degree in Business, communications or related . Certification: N/A . Skills & Abilities: Client focused attitude with the ability to build and maintain relationships while remaining diplomatic and tactful at all times.
Excellent analytical skills with a proactive nature
Strong organization skills with a drive to meet deadlines
An affinity for accuracy and efficiency
Proficiency in Microsoft Excel, Word, and Outlook
Strong verbal and written communication skills
An aptitude for prioritization and multi-tasking
Strong collaboration skills
A drive to learn and apply new concepts quickly
Working knowledge of trust accounting systems
Knowledge of Call Center administration preferred
