25 Jan
Manager, Customer Service
South Carolina, Columbia , 29201 Columbia USA

Vacancy expired!

It’s Time For A Change…Your Future Evolves HereEvolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.Are we growing? Absolutely – about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019, and one of the “50 Great Places to Work” in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.What You’ll Be Doing:What You’ll Be Doing:Evolent Health is looking for a Manager, Contact Center/Customer Service to be a key member of our Customer Service Organization team. Reporting to the Director of Customer Service, this individual will play a critical role in executing Evolent Health’s mission by managing and overseeing a contact center team as part of the CSO. The Manager will be responsible for managing staff to ensure the team delivers the highest possible quality service to our Health Plan partners, including members, providers, and other constituents. This position will lead the team in achieving and maintaining service levels and customer experience, appreciation that service has a direct impact on plan performance.The Manager provides direct supervision to a team of Customer Services team members ensuring the team handles all customer inquiries in a timely, professional and courteous manner, including phone calls or correspondence regarding benefit, eligibility, and all other inquiries and requests as well as proper intake and handling of complaints/grievances.This position is responsible for managing staff in all day-to-day activities to consistently meet established customer service/contact center service levels/metrics, schedule adherence and quality standards related to phone and non-phone work.Responsible for the recruitment and onboarding of all new staff members to meet staffing needs.Partner with the Training and Development Department regarding training needs of new and/or current Customer Service team members; ensuring the team receives timely and effective staff training.Partner with internal and external leaders to effectively and appropriately convey trends and investigate cross-functional issues as well as develop recommended course of action; including energetic engagement and participation in Evolent client-centered operational model meetings and activities.Monitors, develops, and coaches members of the team; drives performance by providing direct, consistent feedback and direction on performance in a timely manner to ensure continued productivity and quality standards are met.Handles escalated service issues, including “request for supervisor/manager” calls; review and respond to complex issues and questions.Organizes the department workload and establishes work standards to promote efficiency and productivity including maintaining the daily schedules and workflow, forecast call volume and determine appropriate staffing levels; effectively convey results, targets and strategies to team members.Maintain and monitor departmental performance standards and reports; review and analyze weekly and monthly department performance reports; address performance issues and implement needed interventions and coaching individual employee performance to meet and exceed production and quality metrics.Responsible for staying current and maintaining a working knowledge/understanding of the health plan related guidelines, processes and protocols, including program audit requirements and ensure that adequate in-service education is available to staff.Develops and/or maintains workflows, policies and procedures for the departmentProvide management with overall status reports, including any issues that may impact the organization; take timely corrective action and follow-up to ensure these are in alignment with performance measurements.Analyze and trend data to improve quality and efficiencies and implement process improvement; provide guidance and support to personnel towards resolution of related problems with an emphasis on root cause analysis and resolution of problems.Preferred Experience We Look For:Associates Degree or equivalent; or working towards Associates Degree in healthcare, business, or healthcare related fieldExperience with customer service/call center operations within a managed care organization, health plan, or third-party administratorAbility to work and supervise team members remotely and support EVH customers in varying time zones.Experience with customer service/call center operations within a managed care organization, health plan, or third-party administratorTechnical requirements:Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.Compensation Range: The typical range of employees within the compensation grade of this position is . Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.

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