Position Purpose: Plan and manage assigned customer service function at the health plan to meet overall business goals and objectives.
Manage the workflow of the customer service function and communicate standards
Analyze department performance; develop, implement and maintain production/performance standards in line with Company goals and objectives
Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
Develop, prepare and review reports for management
Review and respond to complex issues and questions
Review, investigate and resolve inquiries regarding customer service issues for internal and external customers
Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations
Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances
Research and incorporate best practices into department operations
Education/Experience: Bachelor's degree in healthcare, business or related field or equivalent experience. 4 years of customer service/call center experience with direct supervisory responsibility over others, preferably in a healthcare or insurance environment.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.