This position is responsible for coordinating and supervising the day-to-day operations of the Customer Service Department, including tracking of correspondence.
Responsibilities:
- Supervises all customer service functions to ensure work is completed on a timely and accurate basis.
- Plans and oversees work assignments and recommends staff adjustments.
- Supervises staff including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports.
- Ensures all requests forwarded from Call Center or other units are completed within required time frames.
- Follows-up on established departmental goals and objectives that support divisional and enterprise missions and goals and ensures team goals support department goals.
- Reviews and reports progress towards goals on a timely basis.
- Participates in departmental or enterprise projects as required.
- Resolves escalated/sensitive customer service related issues.
- Supervises and/or conducts training sessions on any new processes impacting Quality Assurance.
- Supports external audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet state-specific requirements.
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Qualifications:
- 5+ years as an IC w/Associate's degree preferred ; 0+ years supervisory
- Strong organizational/time management skills and multi-tasking abilities.
- Detail-oriented; flexible and creative.
- Analytical, problem solving and negotiation skills.
- Ability to supervise various plan details and systems and premium and claims processing procedures.
- Ability to make effective business recommendations and develop methods and procedures to improve department's effectiveness and efficiency.
- Demonstrated supervisory, coaching, and training skills.
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 18. $56,900 - $119,200
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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