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Mgr I Customer Care (Savannah, GA)- PS14942 in Savannah, GA at Anthem, Inc.

Date Posted: 1/11/2019

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.The Manager I Customer Care is responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures.
Primary duties may include, but are not limited to:
  • Directs implementation and administration of benefit programs.
  • Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures.
  • 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
  • Manage daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
  • Ensure compliance with all regulatory, accreditation or compliance standards including CMS (Centers for Medicare and Medicaid Services) and state standards.
  • Maintain or exceed established Corporate, business unit, and team goals.
  • Sets clear objectives and goals for each team member, monitors progress and measure results.
  • Serves as subject matter expert for other areas of the company as well as within the department
  • Contributes to the development and implementation of specific processes and procedures.
  • Identifies trends and improvement opportunities of methods, procedures or approaches affecting delivery of service to customers or work team.
  • Identification and resolution of complex customer problems, issues or concerns.
  • Proactively identifies training or process opportunities and seeks ways to close gaps.
  • Hold self and team accountable for meeting or exceeding expectations.
  • Addresses disciplinary and/or performance problems according to company policy.
The selected candidate will work from the Savannah, GA office. The hours for this position are Monday through Friday between 8:00am – 11:00pm.  Rotating weekend (Saturday and Sunday) and holiday accountability.
  • Requires BA/BS; 1 year of experience in a leadership role and 5 years related customer service experience, or any combination of education and experience, which would provide an equivalent background.
  • Call Center experience required.
  • Managed care experience is required.
  • Pharmacy Prior Authorization experience preferred.
  • Medicaid experience preferred.
  • Medicare Part D experience preferred
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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