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Mgr I Customer Service

  • Job Family: Customer Care
  • Type: Full time
  • Date Posted:
  • Req #: JR43062

Location:

  • IL, Deerfield

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Description

Your Talent. Our Vision. At AIM Specialty Health (AIM) , a proud member of the Elevance Health family of companies, 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. This is an exceptional opportunity to do innovative work that means more to you and those we serve. 

Role: Manager I Web Portal Team

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

Build the Possibilities. Make an extraordinary impact. 

How you will make an impact:

  • Provide management, organization, and coordination of day-to-day work.
  • Create a positive work environment for the team through motivation, coaching and associate development.
  • Function as a Subject Matter Expert for various client plans and AIM products.
  • Investigate customer’s complaints and determine resolution.
  • Provide statistical and performance feedback and coaching on a regular basis.
  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.
  • Address disciplinary and/or performance problems according to company policy. 
  • Assist with the operation of the call center to include the development, analysis and implementation of staffing, training, scheduling, reward and recognition programs.
  • Ensure new processes and procedures are implemented and used effectively by the team.
  • Ensure a high level of knowledge within the team as evidenced through turnaround time of issues and ability to resolve issues independently.
  • Analyze team, department, and product-line data to develop and implement action plans for improvement.
  • Act as liaison with Customer Account Managers to ensure customer objectives are being met and complaints are resolved.
  • Administers company policies and procedures with little or no guidance.

Qualifications

Minimum Requirements:

Requires a HS diploma and a minimum of 2 years of operational experience in progressively complex customer service or call center, or any combination of education and experience which would provide an equivalent background. 

Preferred Qualifications:

BA/BS preferred. Management experience preferred.

Preferred Skills, Capabilities, and Experiences:

  • Familiar with MS Office technology and call center technology solutions
  • 3+ years of customer service experience.
  • Ability to lead peers in projects, workload share and identify resources needed to successfully plan initiative or project.
  • Good numeracy skills with the ability to analyze and interpret KPIs and how to use them to improve performance.
  • Demonstrated ability to communicate and manage change within a team, explain reasons for change and secure team acceptance of change.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long-term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.elevancehealth.com. An Equal Opportunity Employer/Disability/Veteran. Elevance Health delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.


Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at careers.ElevanceHealth.com. Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact ability@icareerhelp.com for assistance.

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