🌎
This job posting isn't available in all website languages

Mgr I Customer Care - PS29308

📁
Customer Service
📅
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.

Previous Job Searches

Activity Feed

29058
Job shares through Anthem, Inc.
Adam Giroux referred the National Network Mgmt Director PS29802 position. 2 days ago
David White referred the Compliance Manager-Office Based (PS30090) position. 6 days ago
Revathy Mohta referred the Tech Project Manager/Sr Job Family - PS29579 position. Nov 10, 2019
Troy Johnson referred the Dir II Technology - Atlanta GA - PS28905 position. Nov 06, 2019

Similar Listings

Nashville, Tennessee, United States

📁 Customer Service

Requisition #: PS29973

Nashville, Tennessee, United States

📁 Customer Service

Requisition #: 0142933

Nashville, Tennessee, United States

📁 Customer Service

Requisition #: PS29404

Be Part of an Inclusive Culture

Workforce Diversity

At Anthem Inc., we believe that having a diverse workforce is critical to innovation and to addressing the needs of the diverse customers and communities we serve. Women make up 76% of our workforce and 63% of all management roles. People of color represent 43% of our workforce and 29% of management. More about the breakout of our workforce in Anthem Corporate Responsibility.

Workforce Recruitment

Our commitment to improving access to affordable care while simplifying the health care experience for consumers requires the best talent, passion, broad insight and experience, and an innovative mindset.

We partner with external organizations, colleges and universities, and our nine associate resource groups to recruit, retain, and develop a workforce that reflects the communities we serve -- and to implement best practices to offer an inclusive environment for all. Our partnerships include: UNCF, United States Business Leadership Network (USBLN); National Association on Disability (NOD), Amerigroup National Advisory Board; Easter Seals; Job Accommodation Network (JAN); MindShift; VeteranRecruiting; HirePurpose; Hiring Our Heroes; Military Spouse Corporate Career Network; Out & Equal; Hispanic Association on Corporate Responsibility (HACR); Diversity Best Practices, among many others.

Associate Resource Groups

Our nine Associate Resource Groups (ARGs) include associates from all areas of the organization, multiple locations and a wide-range of experiences and backgrounds. The groups encourage diversity of perspectives and insight and help put the passion of our associates into action in order to make a real difference for our consumers and the communities we serve. Our ARGs help tackle business issues, participate in community programs, and facilitate opportunities for education, development, and networking. ARGs are open to all Anthem associates.

  • ABLE: Disability Inclusion Network
  • ACE Asians Committed to Excellence
  • APEX African American Professional Exchange
  • HYPE Healthcare Your Professional Exchange
  • PRIDE Promoting Respect, Individuality, Diversity and Equality
  • SOMOS Hispanic ARG
  • VOA Veterans of Anthem
  • W@VE Working @ Anthem in a Virtual Environment
  • WIN Women’s Inspired Network

LGBTQ inclusion – SAFE Space and Gender Transition Guidelines

We are proud to be recognized by the HRC among the Best Places to Work for LGBTQ Equality by obtaining a perfect score in the Corporate Equality Index. Our PRIDE ARG helps us identify and implement best practices and programs such as the Anthem Safe Space Program, the Gender Inclusion and Transition Guidelines, and Transgender Training for customer-facing associates. This ARG also helped create “Building an LGBT –Friendly Practice”, an online training module that we offer to all health care providers.

People with Disabilities

We have a strong commitment to the employment of people with disabilities and partner closely with external organizations and our ABLE ARG to nurture a culture and a physical environment that are both inclusive of associates as well as customers with disabilities. We have received the Leading Disability Employer Seal by NOD (2016-2017), a perfect score in the USBLN’s Disability Equality Index since 2016 and the Portlight “Getting It Right” Award in 2017 for our work in disaster preparedness and recovery for people with disabilities.

Veterans

It's important to us to offer our veterans opportunities to take their career in a new direction because we believe their spirit of service is essential to improving health care. Our VOA ARG partners with Talent Acquisition to maximize our ability to attract and retain veterans and their family members. The group also focuses on supporting our troops by sending care packages during the holidays and participating in events year-round. Learn more in our veterans’ page.

Unconscious Bias training

We train our leaders to make more informed and effective decisions by mitigating unconscious bias. There’s extensive research about the impact of unintended bias in decisions that affect people in the workplace so in 2017 we launched “Decide: The Neuroscience of Breaking Bias,” an eLearning experience that helps leaders identify, label and take action to minimize bias in order to build effective and inclusive teams.

Connect With Our Communities

Our associates are passionate about serving our members and giving back to the community and the company supports these efforts through several programs.

Year-round, Anthem associates give generously to health-related nonprofit organizations across the country through our Associate Giving Program, which offers a 50 percent match from the Anthem Foundation.

The Dollars for Doers program encourages year-round associate volunteerism—and helps associates’ commitment go even further by providing grants to eligible organizations where the volunteer service is completed. In 2017, our associates logged over 55,000 hours! To make it even easier to volunteer, associates can have up to eight hours of paid volunteer time off each year to be used to volunteer at qualified charities of their choice.

The Volunteer Recognition Program invites Anthem associates to share their volunteer stories or nominate their colleagues who volunteer in the community. Each quarter associates nominate and vote for a winner who exemplifies our value of Caring for Our Communities. The winner chooses an eligible charity to receive a special grant from the Anthem Foundation.

Learn more about how Anthem associates give back to their communities.

 
Supplier Diversity