Summary of Position Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates. Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives. Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software. Provide recommendations for process improvements. Principal Accountabilities
- Manage staff production and performance in order to meet corporate performance goals.
- Provide ongoing coaching and feedback to staff.
- Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
- Serve as point/escalation person to answer the most complex telephone inquiries.
- Identify and coordinate staff training needs to ensure uniform, professional responses.
- Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
- Monitor and review attendance of staff to ensure proper levels of coverage.
- Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
- Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
- Regular attendance is an essential function of the job.
- Perform other duties as assigned or required.
Qualifications
- Bachelor's Degree
- 3 - 5+ years of relevant, professional work experience (Required)
- 3+ years of customer service experience, preferably in operations or in a call center environment (Required)
- 3+ years of claims related experience (Required)
- Additional years of related experience/specialized training may be considered in lieu of educational requirements (Required)
- Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc) (Required)
- Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience (Required)
- 2+ years of supervisory experience in a customer service or health care environment (Preferred)
- Extensive knowledge of insurance contracts, medical, hospital and dental procedures (Preferred)
Additional Information
- Requisition ID: 1000003130
- Hiring Range: $56,160-$99,360
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EmblemHealth
May 02, 2026