First Choice Health
Manager, Customer Care (Employee Benefits)
First Choice Health - Washington, District of Columbia, us, 20022
Work at First Choice Health
Overview
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Overview
Job Summary:
Join Our Team as a Customer Service Manager!
We are looking for a strong leader with a passion for delivering outstanding customer experiences. We’re hiring a Customer Service Manager to oversee our support team, enhance service processes, and ensure customer satisfaction. In this role, you’ll lead a team of representatives, develop strategies to improve customer interactions, and work closely with other departments to drive service excellence. If you have proven leadership skills, a customer-first mindset, and a track record of improving service operations, we’d love to have you on board! Individuals who thrive at First Choice Health exhibit the following success skills – Caring, Transparency, Collaboration, Relentlessness, and Innovation. Responsibilities:
Hires and maintains a motivated and successful team while ensuring that employees are working in concert while delivering outstanding service to members and providers. Manages and leads a team of Customer Care employees including scheduling, training and goal setting and attainment. Manages employee time and attendance, quality, performance management, provides ongoing coaching and feedback. Manages, coordinates and performs activities of the Customer Care department according to established service levels, performance guarantees and compliance auditing (e.g. Statement of Controls reporting). Performs ongoing monitoring of the team’s queues and follow-up tasks. Provides Operational business knowledge and industry expertise to Customer Care employees in support of member and provider inquiries. Maintains skills for handling escalated inquiries and complaints as well as assisting in omni-channel queues during busy times. Responsible for design, maintenance and implementation of all Customer Care omni-channel queues. Develops and maintains call scripting for new client onboarding, programs and initiatives. Tracks and monitors performance and provides analysis and reporting on Customer Care metrics and trends, identifying inefficiencies and outlining opportunities for improvement and develops comprehensive action plans. Develops organizational related policies and practices. Identifies system issues, troubleshoots and recommends solutions. Engages with operations to understand improvements to service and process and ensure that the root causes of pain points are addressed. Works with internal teams to ensure effective coordination, timely resolution of issues and seamless service execution. Focuses on ensuring a positive overall experience across all interactions and works on improving processes, communication and touchpoints throughout the member or provider experience. Performs other related duties as assigned. Access to PHI:
Routine & re-occurring access to all forms of PHI – The duties of the position require regular and unrestricted contact with PHI. Qualifications:
Associates degree or Bachelor’s degree preferred. Minimum 5 years employee benefits/healthcare insurance experience preferred. Minimum 2 years customer service or call center experience. Minimum 2 years supervisory call center experience. Strong organizational, verbal and written communication and interpersonal skills. Intermediate software application experience with Google Workspace or Microsoft Office Suite. Salesforce CRM Platform and Amazon Connect IVR. Ability to multitask and work in a fast-paced environment. Physical Requirements:
Ability to see and hear within normal ranges with or without aid. Ability to bend, and move within normal ranges. Ability to be stationary for long periods of time. Finger and hand dexterity. Ability to lift a minimum of 10-20 lbs. Pay Range:
$80,000 - $115,000 Annually. Benefits:
Medical & Vision- We offer two medical plans for employees, High Deductible and PPO plan for employees to choose from. Dental- A dental plan through Sun Life dental is available to employees and eligible dependents. Health Savings Account (HSA)- Employees who enroll in our medical plan can choose to establish a health savings account if eligible. FCH makes contributions to the HSA and employees may contribute pre-tax dollars via payroll deduction up to the IRS allowable limits. Flexible Spending Account (FSA)- Employees may contribute pre-tax dollars through payroll deduction to a limited vision/dental FSA. Unlike with an HSA, unused FSA funds do not rollover from year to year. Life Insurance- FCH provides life insurance benefits at no cost at a limit of two times an employee's annual base salary (with a max of $300,000). Employees have the opportunity to purchase additional life insurance for themselves and their dependents through payroll deduction. Short & Long-Term Disability Insurance- FCH provides long-term and short-term disability coverage to all employees. It is a shared cost benefit where FCH pays for the long-term benefit and employees pay for the short-term benefit. Personal Leave and Sick Time- FCH employees enjoy the benefit of paid time off. Vacation, sick leave, and any personal leave are combined into a general annual PTO bank. PTO accruals are based on service on a pay period: 0-1 year of service - 120 hours; 1-2 years of service - 136 hours; 3+ years of service - 168 hours. Paid Holidays- Each employee receives two floating holidays Employees receive nine paid holidays, two four-hour time blocks for community service per year, and two floating holidays (granted January 1 and July 1). Employee Assistance Program (EAP)- FCH recognizes that a variety of problems can disrupt personal and work life. If an employee needs professional help, they can contact the EAP, which provides confidential access to professional counseling services for help in confronting personal problems such as alcohol/substance abuse, marital and family difficulties, financial or legal troubles, or emotional distress. Retirement Plan 401(k)- We contribute 50% of the employee's 401k deferral, up to a maximum of 3% of the employee's gross salary. Eligible employees must be at least 21 years old, and be employed with FCH a minimum of 90 days. Profit Sharing - FCH may make annual discretionary profit sharing contributions in an amount to be determined at Plan Year end. Tuition Reimbursement - Employees may be eligible to receive reimbursement for continuing education for Bachelor's program after one year of employment with the company. Wellness- We encourage and promote healthy behaviors through a Wellness program that offers rewards for those that participate. These benefits may be changed with or without notice at any given time. For California employees, please review Privacy Act:
Privacy Notice .
#J-18808-Ljbffr
Join Our Team as a Customer Service Manager!
We are looking for a strong leader with a passion for delivering outstanding customer experiences. We’re hiring a Customer Service Manager to oversee our support team, enhance service processes, and ensure customer satisfaction. In this role, you’ll lead a team of representatives, develop strategies to improve customer interactions, and work closely with other departments to drive service excellence. If you have proven leadership skills, a customer-first mindset, and a track record of improving service operations, we’d love to have you on board! Individuals who thrive at First Choice Health exhibit the following success skills – Caring, Transparency, Collaboration, Relentlessness, and Innovation. Responsibilities:
Hires and maintains a motivated and successful team while ensuring that employees are working in concert while delivering outstanding service to members and providers. Manages and leads a team of Customer Care employees including scheduling, training and goal setting and attainment. Manages employee time and attendance, quality, performance management, provides ongoing coaching and feedback. Manages, coordinates and performs activities of the Customer Care department according to established service levels, performance guarantees and compliance auditing (e.g. Statement of Controls reporting). Performs ongoing monitoring of the team’s queues and follow-up tasks. Provides Operational business knowledge and industry expertise to Customer Care employees in support of member and provider inquiries. Maintains skills for handling escalated inquiries and complaints as well as assisting in omni-channel queues during busy times. Responsible for design, maintenance and implementation of all Customer Care omni-channel queues. Develops and maintains call scripting for new client onboarding, programs and initiatives. Tracks and monitors performance and provides analysis and reporting on Customer Care metrics and trends, identifying inefficiencies and outlining opportunities for improvement and develops comprehensive action plans. Develops organizational related policies and practices. Identifies system issues, troubleshoots and recommends solutions. Engages with operations to understand improvements to service and process and ensure that the root causes of pain points are addressed. Works with internal teams to ensure effective coordination, timely resolution of issues and seamless service execution. Focuses on ensuring a positive overall experience across all interactions and works on improving processes, communication and touchpoints throughout the member or provider experience. Performs other related duties as assigned. Access to PHI:
Routine & re-occurring access to all forms of PHI – The duties of the position require regular and unrestricted contact with PHI. Qualifications:
Associates degree or Bachelor’s degree preferred. Minimum 5 years employee benefits/healthcare insurance experience preferred. Minimum 2 years customer service or call center experience. Minimum 2 years supervisory call center experience. Strong organizational, verbal and written communication and interpersonal skills. Intermediate software application experience with Google Workspace or Microsoft Office Suite. Salesforce CRM Platform and Amazon Connect IVR. Ability to multitask and work in a fast-paced environment. Physical Requirements:
Ability to see and hear within normal ranges with or without aid. Ability to bend, and move within normal ranges. Ability to be stationary for long periods of time. Finger and hand dexterity. Ability to lift a minimum of 10-20 lbs. Pay Range:
$80,000 - $115,000 Annually. Benefits:
Medical & Vision- We offer two medical plans for employees, High Deductible and PPO plan for employees to choose from. Dental- A dental plan through Sun Life dental is available to employees and eligible dependents. Health Savings Account (HSA)- Employees who enroll in our medical plan can choose to establish a health savings account if eligible. FCH makes contributions to the HSA and employees may contribute pre-tax dollars via payroll deduction up to the IRS allowable limits. Flexible Spending Account (FSA)- Employees may contribute pre-tax dollars through payroll deduction to a limited vision/dental FSA. Unlike with an HSA, unused FSA funds do not rollover from year to year. Life Insurance- FCH provides life insurance benefits at no cost at a limit of two times an employee's annual base salary (with a max of $300,000). Employees have the opportunity to purchase additional life insurance for themselves and their dependents through payroll deduction. Short & Long-Term Disability Insurance- FCH provides long-term and short-term disability coverage to all employees. It is a shared cost benefit where FCH pays for the long-term benefit and employees pay for the short-term benefit. Personal Leave and Sick Time- FCH employees enjoy the benefit of paid time off. Vacation, sick leave, and any personal leave are combined into a general annual PTO bank. PTO accruals are based on service on a pay period: 0-1 year of service - 120 hours; 1-2 years of service - 136 hours; 3+ years of service - 168 hours. Paid Holidays- Each employee receives two floating holidays Employees receive nine paid holidays, two four-hour time blocks for community service per year, and two floating holidays (granted January 1 and July 1). Employee Assistance Program (EAP)- FCH recognizes that a variety of problems can disrupt personal and work life. If an employee needs professional help, they can contact the EAP, which provides confidential access to professional counseling services for help in confronting personal problems such as alcohol/substance abuse, marital and family difficulties, financial or legal troubles, or emotional distress. Retirement Plan 401(k)- We contribute 50% of the employee's 401k deferral, up to a maximum of 3% of the employee's gross salary. Eligible employees must be at least 21 years old, and be employed with FCH a minimum of 90 days. Profit Sharing - FCH may make annual discretionary profit sharing contributions in an amount to be determined at Plan Year end. Tuition Reimbursement - Employees may be eligible to receive reimbursement for continuing education for Bachelor's program after one year of employment with the company. Wellness- We encourage and promote healthy behaviors through a Wellness program that offers rewards for those that participate. These benefits may be changed with or without notice at any given time. For California employees, please review Privacy Act:
Privacy Notice .
#J-18808-Ljbffr