Manager, Customer Service Rep

Responsible for monitoring, educating, assisting and managing the Commercial/ASO call center.

Required:

1. Previous call center/Customer Service experience.
2. Self starter, detail oriented, ability to prioritize and meet deadlines.
3. Strong focus on member experience.
4. Excellent organizational skills.
5. Excellent communication skills.
6. Knowledge of company software and equipment.
7. Good typing skills and ability to work spreadsheets.

Desired:

1. Bachelor's Degree or equivalent 5 years experience in a related field.
2. Medical terminology.
3. CPT and ICD-10 coding knowledge.
4. General knowledge of medical and hospital claims.

Responsibilities:

1. Monitor staff production.
2. Report daily call center stats.
3. Conduct employee evaluations.
4. Prepare payroll.
5. Daily CSR education to help improve customer experience.
6. Complete Commercial workplan.
7. Assist with NCQA accreditation requirements.
8. Complete employee system capability forms.
9. Assist with escalated calls.
10. Coordinate and assist other departments with special projects.