Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.


To protect the health and safety of our workforce, members, patients, and the communities we serve, the EmblemHealth family of companies require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.

Manager, Call Center

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Manager & Professional
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EmblemHealth
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Manage a team of Customer Service Supervisors to ensure they are providing direction, support and oversight to their teams of Customer Service Representatives.  Implement and maintain service standards, to ensure that an outstanding member experience is being provided and that the needs of the members are being met.  Collaborate with the Workforce Management team to monitor phone, correspondence and email queues in order to ensure that all aspects of customer service are being effectively delivered.

 

Responsibilities:

  • Responsible for managing Call Center performance: review relevant volume and quality trending and open item reports.
  • Monitor key indicators in reports, quality trending, customer service surveys to ensure achievement of performance targets and KPI’s.
  • Initiate and monitor workflows and procedures.  
  • Perform necessary analysis within Service to ensure that processes and procedures are effective and efficient.
  • Serve as liaison to all areas of the enterprise by enhancing service need responses; analyze calls trends; manage correspondence workflows; and handle sensitive and escalated customer inquiries.
  • Manage a staff of Customer Service Supervisors, Staff Assistants and Representatives to ensure they are all working in unison to deliver an outstanding member experience.
  • Proactively identify needs; work closely with IT departments on all systems – current, upgrades, patches, etc. to ensure there will be no issues for the Call Center that will have an adverse effect on our members.
  • Serve as escalation point for system related issues that arise; perform research as needed; work with technical staff to ensure that systems and processes are running smoothly.

 

Requirements:

  • Bachelor’s Degree (preferably in business or healthcare) from an accredited institution; additional years of experience or specialized training/experience may be considered in lieu of educational requirement.
  • 5-8 years’ experience in the Healthcare Industry with minimum of 3-5 years’ experience in a management role required
  • 2 years of previous supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred
  • Work experience leading a diverse workforce required
  • Experience interpreting, communicating and enforcing policies and procedures required
  • Excellent verbal and written skills to clearly and effectively communicate with physicians, patients, staff, consultants and referral agencies required
  • Proficiency in MS Office applications (word processing, spreadsheet/database, presentation) required
  • Experience with Avaya Telephony and Verint 360 preferred

 

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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