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Mgr I or II Customer Care- job family (PS4287) Required location\: Denver, CO call center in Denver, CO at Anthem, Inc.

Date Posted: 3/30/2018

Job Snapshot

Job Description

Your compassion.  Our customer focus.  It’s a powerful combination that will help Anthem, Inc. drive the future of health care. 
Take advantage of an excellent opportunity to lead a talented team of customer service professionals.  A background in health care is not required – if you take pride in motivating others, enjoy working in a dynamic, fast-paced environment, and are passionate about making a difference in people’s lives, then you might have what it takes to join our exceptional management team.    
The Manager I or II 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 fast paced 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, flexibility and time management
    • Accountability and execution oriented
    • Curious/challenges the status quo
    • Analytical and problem solving skills
    • Creativity and critical thinking skills
    • Quick and continuous learning style

Job Requirements

The qualified candidate should possess:
  • BA/BS or equivalent experience.
  • Mgr I: 1 – 3 years of experience in a leadership role and 5 or more years related customer service experience
  • Mgr II: 2 - 3 years previous management experience and 5 years 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 Healthguide model
  • Experience with Anthem Mercer Health Advantage model
  • WGS experience

Anthem, Inc. is ranked one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company please visit us at . EOE. M/F/Disability/Veteran.


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