Delta Dental of Michigan
Manager, Customer Service Government Programs
Delta Dental of Michigan, Novi, Michigan, United States, 48377
Manager, Customer Service Government Programs
At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It's a mindset, feeling and attitude we wrap around all that we do
from taking charge of our careers, to helping colleagues and lending a hand in the community. Position Description: Plans, organizes, and manages the daily activities of the Government Programs customer service department in order to ensure that operational and service goals and objectives are met. Assists with the creation and execution of a strategic call center roadmap to support scalable and sustainable growth. Primary Job Responsibilities: Manages, develops, oversees and evaluates government programs customer service activities in order to ensure operational effectiveness and continuous improvement of programs and services. Including call center long-term strategy. Develops, recommends, and enforces policies, procedures, guidelines, and standards of operation in order to provide great customer experience through effective planning, scheduling, real-time management, and leveraging resources to achieve business objectives. Leads the real-time oversight process and initiates appropriate action in order to meet service level goals and maximize efficiency, including establishing oversight of potential BPO partners. Develops, recommends and implements short and long-term strategies, goals and objectives, including new program and service initiatives. Identifies and analyzes information and application, customer trends, benchmarking best practices and determines process improvements. Participates in the development and monitoring of the annual budget for the customer service department. Interviews, hires, evaluates, manages, and develops staff to ensure accountability for achievement of departmental goals and objectives. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above. Minimum Requirements: Position requires a bachelor's degree in business administration or a related field, five years of experience in customer service or claims processing, and three years of leadership experience. Previous experience managing or leading others in a union environment is preferred. Previous experience working with Medicaid programs and/or the health insurance industry is also strongly preferred. Will accept any suitable combination of education, training, or experience. Position requires advanced knowledge of call center operations, including industry benchmarks and service objectives; advanced knowledge of word processing, spreadsheet, and presentation applications; strong verbal and written communication skills; strong interpersonal skills; strong organizational skills; strong analytical skills; the ability to lead and motivate others; and the ability to analyze and resolve complex problems using independent judgment. The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.
At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It's a mindset, feeling and attitude we wrap around all that we do
from taking charge of our careers, to helping colleagues and lending a hand in the community. Position Description: Plans, organizes, and manages the daily activities of the Government Programs customer service department in order to ensure that operational and service goals and objectives are met. Assists with the creation and execution of a strategic call center roadmap to support scalable and sustainable growth. Primary Job Responsibilities: Manages, develops, oversees and evaluates government programs customer service activities in order to ensure operational effectiveness and continuous improvement of programs and services. Including call center long-term strategy. Develops, recommends, and enforces policies, procedures, guidelines, and standards of operation in order to provide great customer experience through effective planning, scheduling, real-time management, and leveraging resources to achieve business objectives. Leads the real-time oversight process and initiates appropriate action in order to meet service level goals and maximize efficiency, including establishing oversight of potential BPO partners. Develops, recommends and implements short and long-term strategies, goals and objectives, including new program and service initiatives. Identifies and analyzes information and application, customer trends, benchmarking best practices and determines process improvements. Participates in the development and monitoring of the annual budget for the customer service department. Interviews, hires, evaluates, manages, and develops staff to ensure accountability for achievement of departmental goals and objectives. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above. Minimum Requirements: Position requires a bachelor's degree in business administration or a related field, five years of experience in customer service or claims processing, and three years of leadership experience. Previous experience managing or leading others in a union environment is preferred. Previous experience working with Medicaid programs and/or the health insurance industry is also strongly preferred. Will accept any suitable combination of education, training, or experience. Position requires advanced knowledge of call center operations, including industry benchmarks and service objectives; advanced knowledge of word processing, spreadsheet, and presentation applications; strong verbal and written communication skills; strong interpersonal skills; strong organizational skills; strong analytical skills; the ability to lead and motivate others; and the ability to analyze and resolve complex problems using independent judgment. The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.