Customer Service Manager - Diverse Lynx

Customer Service Manager
Position: Fulltime/Permanent
Location: Canfield, Ohio 44406 (Onsite)

The Customer Service Manager is responsible for a team of Call Representatives who answer in-bound calls from members and providers responding to questions about their medical, dental and vision benefits. Managers are responsible for monitoring quality and adherence goals of their team, assisting in developing training needs and working through escalated calls including speaking with callers. The team is also responsible for outbound calls as needed. A Customer Service Mangers role includes approximately 35 - 40% of their day participating in client facing meetings and work sessions.

Roles & Responsibilities

• Manage a team that may work both in-office or remotely.

• Monitor call queue volume to assure service level expectations are being met for our clients.

• Play a key role in the review of quality findings and calibration and assist in the development of any necessary remediation plans.

• Support client meetings and audits as needed.

• Perform all normal leader duties including but not limited to payroll approval and employee reviews/elevation paths.

• Other duties as assigned

Qualifications

• High School/GED required

• Demonstrate skills in problem solving and benefit plan interpretation

• Knowledge of CPT codes, ICD9/ICD10 codes and/or medical terminology

• 3+ years working in health care (preferably in a claims processing/billing role)

• Previous experience as a lead/supervisor

Thanks

Dimple Kumar
Account Manager
Diverse Lynx LLC
609-356-1595 (work)
dimple.kumar@diverselynx.com


Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.