Customer Support Manager

<strong>Working at Advantasure is more than a job &mdash; you&rsquo;re part of a team that is becoming the country&rsquo;s leading healthcare solutions provider.<br /></strong><br /><strong>A career at Advantasure means you&rsquo;ll be part of one of the most dynamic, diversified and innovative healthcare companies in the nation. You&rsquo;ll be helping our clients make their members healthier &mdash; and our communities a better place to call home.</strong>

Southfield, USA


<p class="p1"><strong>At Advantasure, we partner with healthcare clients to simplify their operations and accelerate their business success. Powered by our broad expertise and a comprehensive suite of product and service solutions, we help health plans effectively navigate the complexity of healthcare.</strong></p>

keywords: job description,leadership,communication,develop,education & experience,skills


Competitive Compensation and Benefits Package

Overview: <br />This position serves as the primary stakeholder for internal and external Customer Service-related business. The role will manage external vendors including all policies and processes surrounding this aspect of the BPO solution.<br /><br /> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed both in the office and in the field with minimal hazards. Travel required. May be required to lift and carry items weighing up to 35 lbs.</p>
Responsibilities: <br /> <ul> <li>Acts as primary servicing contact for internal and external business partners</li> <li>Leads customer service vendor implementation and oversight</li> <li>Maintains constant and timely communication between internal business and external vendor partners</li> <li>Develops workflows, processes, procedures, documentation, and other items necessary to facilitate successful servicing implementation</li> <li>Conducts meetings with internal and external business partners to meet required deadlines</li> <li>Provides effective and efficient oversight of Medicare Advantage Servicing to ensure all service levels are met while complying with all CMS regulations and protocols</li> <li>Develops and implements servicing curriculum as well as respond and adjust to training feedback and concerns</li> <li>Implements customer service centers for new clients</li> <li>Responds accurately and completely to escalated inquiries</li> <li>Requests and completes necessary system access requirements for internal and external business partners</li> <li>Utilizes proper communication tools through vendor management systems to ensure proper documentation and requests</li> <li>Participates in development of annual departmental budget, monitor budget, and identify budget discrepancies. Research cause and make recommendations.</li> <li>Responsibility for balancing workload to optimize the effectiveness of the department.</li> </ul>
Requirements: <br /><br /> <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:</strong></p> <ul> <li>Bachelor&rsquo;s Degree in a related field required.</li> </ul> <br /> <p><strong>EXPERIENCE:</strong></p> <ul> <li>Five years of experience in the customer service field in the Medicare Advantage space.&nbsp;</li> <li>Three years of leadership experience preferred and must have managed a large vendor.</li> </ul> <br /> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA)REQUIRED:</strong></p> <ul> <li>Training of vendors, vendor staff, and internal employees as needed</li> <li>Track record in resolving customer issues quickly and efficiently</li> <li>Ability to utilize multiple systems/platforms, and understand the configuration needs in order to troubleshoot or amend/edit as necessary</li> <li>Able to triage and escalate issues in a timely and efficient manner</li> <li>Must have savvy Reporting and Analytics skills and toolkit</li> </ul>