Customer Service Operations Manager

3 weeks ago


Marquand, Missouri, United States McLaren Port Huron Full time

About McLaren Port Huron

McLaren Port Huron is a comprehensive health network dedicated to delivering high-quality, evidence-based patient care. Our organization encompasses a variety of facilities and services, including hospitals, outpatient centers, and specialized care networks, all aimed at enhancing the health and well-being of our communities.

Position Overview

We are seeking a Customer Service Operations Manager to join our team. This role is essential in guiding our customer service department towards excellence. The successful candidate will be part of a dynamic organization that values leadership and aims to provide outstanding service to our members.

Key Responsibilities:

  • Plan, manage, and organize customer service operations across all designated products.
  • Develop and implement policies and procedures to enhance customer service effectiveness.
  • Ensure compliance with regulatory standards and maintain accreditation with relevant agencies.
  • Oversee all member communications, including both telephonic and written correspondence.
  • Analyze and design training programs to promote best practices and ongoing education within the department.
  • Adjust workflow processes to optimize efficiency and effectiveness.
  • Act as a liaison for all operational aspects of the plan.

This leadership position offers a hybrid work environment, requiring occasional onsite presence.

Qualifications:

Required:

  • Bachelor's degree in healthcare, management, or a related field; or an Associate's degree with two years of relevant experience; or a High School diploma with four years of related experience.
  • A minimum of five years of progressive experience in customer service, particularly in a high-volume call center, including two years in a management role with direct reports.

Preferred:

  • Experience and knowledge of Managed Care functions, including medical delivery and regulatory compliance.
  • Familiarity with workforce management processes, such as call handling metrics and customer satisfaction surveys.

Additional Information:

This is a full-time position with a standard work schedule. McLaren Port Huron is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.



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