Manager, Customer Care | Health Plan

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.
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Facility: Fargo Health Plan

Location: Fargo, ND

Shift: Day

Job Schedule: Full time

Weekly Hours: 40.00

Job Summary

This position will play a critical role in executing Sanford Health Plan’s mission by providing leadership, direction and oversight of a high-performing team, operating a contact center for our Health Plan members and providers. Works collaboratively in a matrixed organization to enable achievement of service level goals and standards, while enhancing the service strategy in alignment with the changing needs of the business and customers. Successfully manages a team by focusing on improvements in customer satisfaction, employee development and retention. Ensures performance and service metrics are consistently met, while setting the tone for culture, performance and reputation. Collaborates with leadership to establish best operational practices and executes the consumer experience strategy. Serves as a liaison to other areas of the organization, working to resolve barriers and influence decision making for success.
Responsible for managing and supporting the call center in the attainment of key performance indicators and metrics. Provide leadership and direction through developing and updating procedures and programs. Establishes appropriate standards and processes, implements best operational practices and continuous improvement, determines staffing requirements and training opportunities. Track and analyze call center performance and reports findings to leadership. Provides guidance and support to operations personnel towards resolution of issues. Identify opportunities and provide strategic planning for the call centers to drive administrative efficiencies, emphasizing cost-containment, quality, compliance and accuracy. Maintains a current knowledge base with regards to rules, regulations, policies and procedures related to the Health Plan operations to ensure compliance with governmental regulations and industry requirements.

Department Details

The position of Customer Care Manager will play a critical role in not only progressing the strategic initiatives but also by continually identifying opportunities to improve the customer experience through assisting in the development of operational processes and structures within the contact center, developing forecasting models based, coaching and mentoring representatives, advocating on behalf of customers and working in partnership with enterprise leaders to create and promote a fully integrated health system experience.

Qualifications

Bachelor’s degree required.
Two years of experience in managing or supervising others in a call center environment required. In lieu of bachelor’s degree, management will consider five years of experience in managing or supervising others in a call center environment.
Sanford is an EEO/AA Employer M/F/Disability/Vet.
If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to talent@sanfordhealth.org .

Job Function: Customer Support Services

Req Number: R-28909

Featured: No