Customer Service Manager - Tanisha Systems

Here we grow again with new opportunities!

Client is seeking individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.

Client is a leading global IT Solutions and Services company with over 200,000 dedicated employees serving clients across more than 66 countries.

We offer a strong compensation package that includes competitive pay and day one benefits. Client also offers many opportunities for career advancement within our engaging and exciting culture.

Onsite 3701 Boardman Canfield Rd., Bldg. B, Canfield Ohio 44406

No relocation

The role 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. The 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