Manager, Customer Service

Job description

FLSA Status: Exempt Department: Customer Service Reports To: Director, Customer Service GENERAL DESCRIPTION OF POSITION: The Manager of Customer Service provides day-to-day leadership and management to meet organizational goals and objectives. The incumbent has direct responsibility to develop, implement, and monitor all customer service activities in accordance with state and federal regulatory requirements, SCFHP policies and procedures and business requirements as set forth for each line of business. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below. - Plan, supervise and manage the day-to-day department activities related to customer service call handling and transportation to ensure timely handling of member and provider calls to meet customer service performance objectives. - Manage the process of non-telephone tasks and activities, including, but not limited to resolution of exempt grievances, outbound call projects, member billing issues and communications sent through email or the SCFHP member and provider portals. - Oversee performance of customer service represent...