What are the responsibilities and job description for the Customer Service Rep position at BigBiller.com?
The Customer Service Manager is responsible for a team of Call Representatives who answer in-bound calls from members and providers responding to questions about their medical, dental and vision benefits. Managers are responsible for monitoring quality and adherence goals of their team, tracking progress and providing leadership feedback on any areas of concern, working with members and clients on escalations and other Operational oversight. A Customer Service Manager's role includes 20 - 30% of their day participating in client facing meetings and work sessions.
- Manage a team that may work both in-office or remotely.
- Monitor call que volume to assure service level expectations are being met for our clients.
- Play a key role in the review of quality findings and calibration and assist in the development of any necessary remediation plans.
- Support client meetings and audits as needed.
- Report and presentation development that can be presented to internal and external customers highlighting progress and opportunites.
- Other duties as assigned.
- Demonstrate skills in problem solving and benefit plan interpretation
- Knowledge of CPT codes, ICD10 codes and medical terminology
- 3 years working in health care (preferably in a call center)
- Previous experience as a lead / supervisor preferred
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