Manager, Member Experience & Service Operations

CommunityCare HMO Inc.; Tulsa (OK); On-site; USD 70,000 - 100,000; Full time

Job summary

CommunityCare HMO Inc. seeks a Customer Service Manager to lead the department toward higher performance and better service quality.

The role requires strong attention to detail, organizational skills, and the ability to manage multiple projects while analyzing contact center data to drive improvements for members. The manager will set contact center objectives, expand staff knowledge of service, products and troubleshooting, and ensure compliance with health insurance regulations.

Qualifications

• Bachelor’s Degree in business, marketing, healthcare or related field.
• Five or more years’ management experience in customer service, call center, healthcare or insurance environment or related industry.
• Experience with health insurance industry preferred.
• Strong leadership, coaching and communication skills.
• Ability to manage multiple projects simultaneously and drive process improvements.

Responsibilities

• Lead and oversee the Customer Service department to achieve higher performance and improved service quality.
• Analyze contact center data to identify performance gaps and drive improvements for members.
• Establish contact center objectives and develop opportunities for associates to expand knowledge of service, products and troubleshooting.
• Drive communication across departments and act as liaison for issues impacting daily operations.
• Mentor and develop Customer Service leadership and staff; manage emergencies and resolve issues.
• Ensure compliance with applicable health insurance regulations and external oversight bodies.

Job description

CommunityCare HMO Inc. seeks a Customer Service Manager to lead the department toward higher performance and better service quality.

The role requires strong attention to detail, organizational skills, and the ability to manage multiple projects while analyzing contact center data to drive improvements for members. The manager will set contact center objectives, expand staff knowledge of service, products and troubleshooting, and ensure compliance with health insurance regulations.