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Manager-in-Training/Manager I Customer Care - CO - PS13657 in Denver, CO at Anthem, Inc.

Date Posted: 10/13/2018

Job Snapshot

Job Description

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.
Manager-in-Training/Manager I-Customer Care
(hiring level based on experience)
This position is located in the Denver, CO office
Under general guidance and mentoring, the Manager-in-Training Customer Care Manager provides oversight of a customer service unit. Primary duties may include, but are not limited to:
  • May be responsible for establishing department policies and procedures.
  • Audits to monitor efficiency and compliance with policies.
  • Prepares specialized reports; may be assigned to special project work consistent with the role and dictated by the needs of the business.
  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.

The Manager I-Customer Care provides oversight for customer service staff and is responsible for establishing departmental policies and procedures and leading a high performing team.  Primary duties may include, but are not limited to:
  • Manages, supports and coaches your direct reports enabling them to deliver great consumer care and helping them meet their performance objectives.
  • Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures.
  • Monitors efficiency and compliance with policies and provides coaching when needed.
  • Makes informed decisions and solves problems using data analysis and critical thinking skills.
  • Achieves business results and strives to continuously improve for our consumers.
  • Demonstrates adaptability and flexibility when working on special projects that support business needs.
  • Engages and motivates direct reports within a busy call center environment.
Successful candidates should have the following qualities:
  • Kindness, compassion, empathy and a profound desire to help people
  • Ability to build relationships and influence others
  • Motivate and encourage teams, while providing guidance and driving quality and superior customer service
  • Excellent verbal and written communication skills
  • Adaptability and flexibility
  • Accountability and execution oriented
  • Curious/challenges the status quo
  • Analytical and problem solving skills
  • Creativity and critical thinking skills
  • Quick and continuous learning style
Manager-in-Training Customer Care 
  • Requires BA/BS
  • 5 years in progressively complex customer service environment or any combination of education and experience, which would provide an equivalent background.
Manager I Customer Care
  • BA/BS or equivalent experience.
  • 1 years of experience in a leadership role and 5 or more years related customer service experience or any combination of education and experience, which would provide an equivalent background
  • Experience in a service-oriented role, such as healthcare, hospitality, retail and/or call center environment.
  • Experience and demonstrated success in recognizing / developing talent and nurturing a team environment which results in open collaboration, strong business results and improved consumer experiences.
Additional skills preferred:
  • Experience with Anthem Health Guide model
  • Experience with Anthem Mercer Health Advantage model
  • WGS experience
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at An Equal Opportunity Employer/Disability/Veteran



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