Customer Service Manager

Qlarant • Easton, MD • 1d ago

Job Location Remote

Position Type Full-Time/Regular

Qlarant is a not-for-profit corporation that partners with public and private sectors to create high quality, safe, and efficient delivery of health care and human services programs. We have multiple lines of business including population health, utilization review, managed care organization quality review, and quality assurance for programs serving individuals with developmental disabilities. Qlarant is also a national leader in fighting fraud, waste and abuse for large organizations across the country. In addition, our Foundation provides grant opportunities to those with programs for under-served communities.

Best People, Best Solutions, Best Results

Job Summary:

Supports management in responding to customer needs. Manages the call center team and coordinates workload assignments. Fills-in for junior staff, as needed. Covers for Manager when Manager not available

Essential Duties and Responsibilities:

Provides information to investigative and medical staff. Evaluates the facts of a complaint and researches additional information as necessary. Compiles findings and determines if appropriate for presentation to team. Prepares weekly and monthly reports of all customer service activities. Reviews workload and conducts quality assessment of employee's work. Ensures all workload is ISO compliant. Reviews and assists with writing call center processes/procedures. Prepares weekly and monthly reports of all customer service activities. Analyzes call center data to identify trends, areas for improvement, and opportunities to enhance operational efficiency. Assesses workload and reports statistics. Provides training and technical advice to team members. Handles a wide variety of complex and confidential situations. Monitors call center statistics and advises team of call volumes and data trends. Participates in internal/external committees. Recommends and implements quality control measures to ensure that calls meet established standards for customer service, accuracy, and compliance.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Skills

To perform the job successfully, an individual should demonstrate the following competencies:

Business Expertise - Basic understanding of how own department integrates within the Business Area. Problem Solving - Uses judgment based on the analysis of information. Nature of Impact - Through shared responsibility for volume, quality, and timeliness of end results. Area of Impact - Primarily on an department. Interpersonal Skills - Developed communication and diplomacy skills used to direct/persuade/influence others. Leadership - Supervisory responsibilities; leadership of people in all work activities. Functional Knowledge - In-depth understanding of concepts and principles in own discipline and basic knowledge of these elements in other disciplines. Project Management - Lead project/program team member checking the work of others. Typically responsible for training and developing new team members.

Required Experience

Education and/or Experience:

Bachelors required with a minimum of 8-11 years of prior experience coaching staff and leading a customer service team May consider an equivalent combination of education and experience; Multi-lingual capabilities preferred

Other Qualifications:

Familiarity with prescription drug benefits and Medicare and/or experience in providing services and supports of beneficiaries, customer relations, call centers, and healthcare is preferred.

Qlarant is an Equal Opportunity Employerof Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Salary Range $58,188.00 - $65,638.00

Qlarant

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