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Mgr I Customer Care - PS29308

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Customer Service
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PS29308 Requisition #
Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.

Manager I Customer Care
 
This position is located in the Nashville, TN office.
 
Do you have a passion for helping others achieve the impossible and building the next generation of leaders? Are you someone that others want to follow? 
If so, Anthem wants you to join our elite leadership team!
 
Our Managers inspire greatness amongst their teams by coaching, mentoring and developing their teams to achieve a customer obsessed service experience.  

Responsibilities:
Responsible for leading a team that answers inbound calls from customers
Consistently communicates and reinforces a clear and inspiring vision, values, and direction; mobilizing team to achieve sustainable results
Develops, mentors and coaches team to advance their careers at Anthem
Leverages storytelling to bring our culture to life
Empowers associates, coaching them to be confident and take action on behalf of the customer
Identifies and helps eliminate barriers in servicing our customers and encourages their team to be innovative and improve processes that will improve our customers’ experience 
Handle escalated calls with customers and/or calls requiring in-depth knowledge of the organization's products and services and high root cause analysis/problem solving
Monitor calls/activities as necessary to ensure that performance standards are met
Encourage teamwork within and across business lines
Embrace every opportunity to engage with our customers, proactively seeking insight and feedback, and getting to know our customer
Hires, trains, counsels and evaluates performance of direct reports
Uses excel to analyze and report team’s performance metrics

Requires BA/BS, 1 year of experience in a leadership role and 5 years related customer service experience, or any combination of education and experience, which would provide an equivalent background.
Call center experience preferred.
Healthcare or managed care experience preferred.
NASCO and/or WGS experience preferred
Knowledge, Skills, and Abilities required:
Proficient in Microsoft Excel 
Excellent Oral and written communication skills 
Flexibility 
Efficient organizational skills and time management
Demonstrates knowledge of organization’s business practices, issues faced, and problem resolution
Portrays kindness, compassion, empathy and a profound desire to help people in all actions
Has an agile mindset and ability to quickly learn new systems as they come up and motivate the team to adapt to change
Makes informed decisions and solves problems
Highly Analytical
Sees everything through a continuous improvement mindset, promoting quality, speed, and agility – constantly thinking beyond the “day-to-day” to take a longer term and end-to-end view of the entire business; persistently asks “How can we be better?”

Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2018 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at antheminc.com/careers. An Equal Opportunity Employer/Disability/Veteran.

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Become the ultimate consumer advocate. Share your expertise and help maximize the value of the tools and resources we provide.

Customer care associates focus on becoming the ultimate consumer advocate. Share your expertise and help maximize the value of the tools and resources we provide. We're improving the consumer experience. Join us as we create a simpler, more affordable, more accessible healthcare system.

Customer care associates at Anthem:

  • Take ownership and resolve issues with care and concern
  • Act as an advocate for consumers by providing support and guidance of their anticipated needs, personal options and decisions
  • Show initiative and resourcefulness in solving problems and meeting consumer needs
  • Develop relationships with other business units and service partners whose assistance, cooperation and support may be needed
  • Demonstrate empathy, exceptional written and verbal communication skills, and the ability to properly tailor assistance to a consumer's level of experience and knowledge

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