Manager I Customer Care

Location: This position will work a hybrid model (remote and office). Ideal candidates will live within 50 miles of the Rancho Cordova, CA PulsePoint location.

The Manager I Customer Care is responsible for providing oversight for customer service staff. Responsible for establishing departmental policies and procedures.

How you will make an impact:

• Perform quarterly staffing model reviews to improve efficiencies, staffing gaps, and budget requirements.

• Directs implementation and administration of benefit programs.

• Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes, and government-mandated disclosures.

• Audits to monitor efficiency and compliance with policies; prepares specialized reports; may be assigned to special project work consistent with the role and dictated by the needs of the business.

• Hires, trains, coaches, counsels, and evaluates the performance of direct reports.

Minimum Requirements:

Requires a BA/BS degree and a minimum of 1 year of experience in a leadership role and a minimum of 5 years related customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Must have the ability to oversee and improve service delivery performance and metrics for Member and Provider Services.

• Knowledge and proven track record managing oversight of Customer Service Survey performance metrics including, First Call Resolution, Net Performer Score, Member Satisfaction, Service Skills

• Proven insight and awareness to manage effective performance metric standards for Average Speed of Answer, Abandonment Rate, Adherence, Average Handle Time, and Shrinkage rates.

For candidates working in person or remotely in the below location, the salary* range for this specific position is $67,280 to $121,104.

Locations: California

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the company. The company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

• The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.