Job description

Overview:
Summary
Your Hearing Network (YHN) is an experienced hearing benefit administrator that partners with health plans, unions, employer groups and affinity programs to provide quality hearing care. Our mission is to provide services to promote healthy hearing, which will lead to better overall health and wellness.
YHN seeks to hire a Manager of Customer Service. The Manager of Customer Service is a key leader role that will partner with business leaders to lead and support a critical and complex customer service center. This role will lead, guide & educate operational partners to develop a best-in-class customer service center. This leader must have an entrepreneurial mindset to develop and maintain the member experience strategy.

Responsibilities: ESSENTIAL JOB FUNCTION: Key Accountability Metrics: Primary duties may include, but are not limited to:

• Working cross functionally with operations to resolve claim issues impacting encounter performance to ensure contractual requirements are met. Facilitate performance review meeting with segment claims and encounter teams.
• Responsible for recruiting, coaching, training, performance management of in office, hybrid, and full-time remote staff.
• Responsible to ensure the Customer Service Center is meeting/exceeding contractual and industry standard Key Performance Indicators (KPIs) are meet.
• Act as subject matter expert for the Customer Service Center policies and procedures and facilitates on-going training sessions.
• Develops, monitors, and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary.
• Develops and maintains strong collaborative relationships within operations as well as with network management in establishing appropriate service level agreements.
• Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
• Collects, analyzes and reports on operations information in support of process, systems, and policy redesign.
• Effectively manages cross-functional projects that support the business strategy.

Qualifications:
PROFESSIONAL EXPERIENCE/QuALIFICATIONS
Requirements and Must Have Criteria

• Undergraduate degree or equivalent experience
• 5+ years of experience in contact center operations with proficiency in call routing, call recording and Workforce Optimization
• 3+ years of progressive leadership experience in contact center management/leadership
• 3+ years of proven experience in defining, and driving successful implementation on improvements in contact center operations through both process re-engineering and incorporation of tools and technology
• 3+ years of experience in WFM technology planning systems
• Experience working in a omni-channel member service center (audio, chat, SMS, Web)
• Solid collaboration, documentation, and presentation skills including outstanding proficiency for MS Office Suite including PowerPoint, Visio and Project
• Excellent customer relationship management and customer service skills
• Exceptional analytical skills, comfortable working with large amounts of data and communicating data findings, experience establishing and tracking key performance metrics including return on investment

Other Personal Characteristics and Experience

• A minimum of 3 years’ experience in STARS, Medicaid, and Medicare
• Experience using telephony systems for both inbound and outbound calls as well as scheduling
• Experience in the Healthcare industry; healthcare revenue cycle
• Contact Center Systems implementation experience.
• Demonstrated experience in strategic planning and leading change
• Demonstrated ability to manage large-scale programs across multiple operating areas by leveraging solid business and financial acumen and project management skills

EDUCATION

• Requires a BA/BS degree in business administration or a related field.

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