Highlights
Monitor staffing levels, schedules, call volume, service levels, abandonment rates, productivity, quality results, and customer experience measures. Oversee escalated customer, agent, and provider inquiries and coordinate with internal departments to resolve complex issues.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Staffing/Employment Agencies |
| Company Size | 1 to 9 employees |
| Year Founded | 2010 |
| Website | https://brickhouseresources.com/ |
Description
Job Title: Manager, Claims Customer Service Call Center
Location: Atlanta, GA
Job Type: Direct Hire
Work Type & Schedule: On-site, Monday through Friday 8am to 5pm (approx. 45 hours per week)
Required Skills:
Location: Atlanta, GA
Job Type: Direct Hire
Work Type & Schedule: On-site, Monday through Friday 8am to 5pm (approx. 45 hours per week)
Required Skills:
- Strong call center management and leadership experience
- Experience/knowledge of claims processing for Medicare Supplement insurance (preferred) and/or claims processing for medical/health insurance claims
- Experience directly managing supervisors and customer service teams
- At least 3 years of experience leading customer service, call center, or insurance operations teams
- Experience managing call center performance metrics, including:
- Service levels
- Call volume
- Abandonment rates
- Quality scores
- Productivity standards
- Staffing and scheduling
- Experience coaching, developing, and holding supervisors and customer service representatives accountable
- Experience developing training programs, procedures, call scripts, job aids, and escalation protocols
- Demonstrated ability to recruit, onboard, develop, engage, and retain customer service employees
- Ability to lead effectively in a high-growth, high-volume, and changing environment
- Strong analytical, organizational, technical, and problem-solving skills
- Ability to interpret call center data and use reporting to make staffing and operational decisions
- Strong communication and stakeholder-management skills
- Strong attention to detail and follow-through
- Proficiency with Microsoft Office
- Self-directed, proactive approach with the ability to operate without extensive oversight
- Ability to work Monday through Friday, approximately 8:00 or 8:30 a.m. to 5:00 or 5:30 p.m.
- Bachelor's degree in Business Administration, Insurance, Finance, or a related field
- Medicare Supplement insurance experience
- Managed healthcare, health insurance, medical insurance, or life and health insurance experience
- Understanding of Medicare procedures, regulatory requirements, privacy standards, and insurance customer service practices
- Experience with Lean, Six Sigma, or another process-improvement methodology
- Experience supporting customer, agent, and provider inquiries
- Experience with workforce planning, budget management, cost forecasting, or operational risk management
- Oversee the daily operations of the Claims Customer Service call center.
- Lead two supervisors and a team of approximately 18 customer service representatives.
- Establish a supportive, accountable, and collaborative team culture during a period of rapid growth and increased workload.
- Coach supervisors on employee development, performance management, communication, and issue resolution.
- Ensure employees feel properly trained, informed, and supported.
- Develop and improve new-hire training, ongoing training, call-handling resources, scripts, procedures, and job aids.
- Monitor staffing levels, schedules, call volume, service levels, abandonment rates, productivity, quality results, and customer experience measures.
- Use reporting and trend analysis to identify performance gaps and allocate resources effectively.
- Support recruiting, onboarding, engagement, and retention of customer service representatives.
- Oversee escalated customer, agent, and provider inquiries and coordinate with internal departments to resolve complex issues.
- Monitor call quality, documentation practices, complaint trends, compliance concerns, and operational risks.
- Identify opportunities to improve call flow, reduce handle times, strengthen first-call resolution, and improve quality.
- Implement process improvements, automation, and operational best practices where appropriate.
- Ensure adherence to department procedures, company standards, privacy requirements, and applicable insurance regulations.
- Maintain consistent service delivery while the organization continues to scale.
About Company
Brickhouse is a full-service staff augmentation firm offering contract, contract-to-hire and permanent placement services. We run Brickhouse on these core principles:
- Integrity and transparency lead to bottom-line results
- People are the most valuable asset of any enterprise
- Technology is a tool for building better companies
- Fun and old-fashioned hard work can peacefully coexist