Customer Experience Employer Support Manager
Customer Experience Employer Support Manager
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Job Description
At Collective Health were transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology compassionate service and world-class user experience design.
What youll do:
- Problem Resolution & Analysis: Maintains a client problem resolution log and reviews it with Account Management Claims Plans and Member Services Teams on a weekly basis.
- Issue Escalation: Elevates plan discrepancies and/or client issues immediately to Management and the Account Executive.
- Trend Tracking: Tracks trends and issues to review with CX Leadership and the Account Executive.
- Internal Support: Assists Member Services and Claims Managers with workflow problem-solving and resolution of difficult customer inquiries.
- Communication: Prepares correspondence and reports in a clear and concise manner.
- Efficiency & Accuracy: Multi-tasks and meets deadlines while maintaining a high level of accuracy quality and overall service delivery.
- Team Collaboration: Actively participates with CX Managers to drive issue resolution process improvement and root cause analysis and correction to avoid repeat issues.
- Claims Processing: Processes claim corrections on escalated issues including overpayments refunds stop payments adjustments and check tracers in a timely manner.
- Meeting Participation: Attends and participates in Team and Departmental meetings. This includes client implementation meetings and client culture trainings if applicable
- Account Management Support: Attends and supports the Account Management team on weekly client calls QBRs YiR or Client Site visits as needed.
- Compliance: Abides by and supports all regulatory and compliance process policies and procedures.
To be successful in this role youll need:
- 5 years of progressive health insurance experience including 3 years of relevant medical claims processing experience
- Demonstrated knowledge of healthcare industry and familiarity with health insurance terms
- Ability to prioritize client issues and concerns
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills including de-escalation skills and remaining composed under pressure
- Ability to multitask and manage time effectively
- Attention to detail and high level of accuracy
- Strong understanding of federal and state health insurance regulations including but not limited to ERISA ACA HIPAA COBRA and MHPAEA as applicable
Pay Transparency Statement
This is a hybrid position based out of one of our offices: Plano TX or Lehi UT. Hybrid employees are expected to be in the office three days per week (Plano TX) or two days per week (Lehi UT).#LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location qualifications experience and internal equity. In addition to the salary you will be eligible for stock options and benefits like health insurance 401k and paid time off. Learn more about our benefits at UT Pay Range
Why Join Us
- Mission-driven culture that values innovation collaboration and a commitment to excellence in healthcare
- Impactful projects that shape the future of our organization
- Opportunities for professional development through internal mobility opportunities mentorship programs and courses tailored to your interests
- Flexible work arrangements and a supportive work-life balance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance please contact .
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Manager
Employment Type
Full Time
