Customer Service Manager

LIBERTY Dental Plan is one of the largest and fastest growing dental benefits administrators in California with plans to expand nationally. Our goal is to provide excellent dental benefits delivered by highly qualified professionals.

LIBERTY Dental Plan is looking for an individual  who can manage daily call volumes to ensure goals and objectives are met.  Handle all escalated telephone inquiries from members and providers regarding dental benefits, eligibility, and all other related inquiries.  Manage workflow and processes within Member Services Department.  Conduct employee reviews and disciplinary actions within Member Services Department.  Review and submit monthly reports as appropriate.  Manage multiple projects at any given time.

Essential Duties and Responsibilities: 

• Manage daily call volume to ensure statistics fall within acceptable levels.
• Receives and resolve all escalated member and provider inquiries and complaints.
• Monitor and review staff production and performance.
• Manage daily workflow and turnaround times.
• Properly staff the department help desk.
• Mentor staff to ensure consistency and professionalism within the call center.
• Conduct employee reviews.
• Present employees with corrective action when appropriate.
• Identify opportunities for employee training.
• Communicate proper handling of new clients and plan designs.
• Documents member and provider contacts in HSP.
• Responsible for guiding complaint resolution to ensure that proper and satisfactory resolution is obtained.
• Work with internal departments to resolve issues and concerns.
•  Follows up within one business day and on an as-needed basis with members and providers on all open issues.
• Assist providers in resolving EPO unpaid claims status.
• Responsible for problem resolution within Member Services Department.
• Conduct one-on-one bi-weekly meetings with all Member Services Department personnel.
• Oversee call monitoring for quality within the Member Services department. 

• Minimum two years management experience.

• Minimum four years customer service experience.

• Minimum two years dental experience.

• Excellent verbal and written communication skills.

• General computer skills: MS Office, Word, Excel, and Outlook.

• Minimum typing speed of 45 wpm.

• Ability to foster a team environment and motivate staff to achieve success.

• Ability to work independently.

• Capable of meeting deadlines and adjusting priorities.

• Ability to effectively manage and present discipline within Member Services Department.

• Ability to train Member Services Department on new groups, plan designs, projects and system enhancements.

• Ability to perform statistical analysis.

LIBERTY Dental Plan offers competitive salary and benefits.  The benefits package includes: medical, dental, vision, 401k, and life insurance.

LIBERTY Dental Plan is an Equal-Opportunity Employer and supports workplace diversity.