Customer Solutions Manager

Are you passionate about delivering exceptional service and driving positive outcomes? We're seeking a skilled and motivated Customer Solutions Manager to join our dynamic team in Lancaster, CA! This is a remote position offering a competitive salary of $30/hour.

Position Synopsis

The Customer Solutions Manager is responsible for the day-to-day administration of post-service requests from members and providers, ensuring prompt and accurate resolution. This role involves building and leading high-performing teams to deliver a customer-centric experience. You will collaborate with internal teams to implement and refine processes, identify trends, and recommend improvements. A key focus is on achieving financial, operational, and quality targets for the unit.

You will manage team efficiency and resources, setting expectations and distributing responsibilities to ensure member satisfaction. As a subject matter expert, you'll guide your team on Aeetna's policies, procedures, and regulatory requirements. You'll be responsible for implementing quality assurance measures and coaching team members to achieve optimal performance. This role requires strong recruitment skills, fostering a positive and productive team environment through training, mentoring, and performance management. Ensuring compliance with government and state regulations is critical, along with utilizing data analytics to identify trends and areas for improvement. You will also lead change initiatives and address non-clinical issues.

Required Skills & Experience

• Excellent verbal and written communication skills
• Exceptional customer service orientation
• Experience documenting workflows and process improvement initiatives
• Experience in a clinical case/call center environment
• Proven ability to coach and lead teams
• Ability to travel up to 10% post-COVID (office or team gatherings)

Preferred Skills & Experience

• Project management experience
• Experience in the health insurance industry
• Experience with claims processing

Ready to Apply? If you are a results-oriented individual eager to contribute to a supportive and innovative team, we encourage you to apply! We look forward to reviewing your application.