Health Care Call Center Manager

SS&C Technologies

Kansas City, MO 64106

Posted 1 month ago

Job Description

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.


That's where you'll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.


If you see your opportunity in complexity , then we are the right fit for you.


Job Description:


Company Overview


SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.


Position Overview:


We are seeking a Call Center Manager in our Kansas City, MO office to lead, coach and inspire the customer service team to provide the best service and support to our Clients and their Members. You must have proven Call Center Management Experience and a focus centered on Client and Member satisfaction. Health Services including Medicare Advantage knowledge would be a plus.


This position requires adept management skills guiding the customer service department to meet company objectives and goals expected from this multi-faceted team. You will be managing both people and processes: Tracking quantity and quality of customer contacts, coaching and mentoring individuals to expand their product/service knowledge so they become confident and fluid with Pharmacy and Health benefits and processes.


Customer Service/Call Center Manager Requirements and Responsibilities:


+ Proven experience leading a team in a fast-paced, high-volume and fluid call center environment


+ Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate throughout the organization working with business partners


+ Strong problem-solving and conflict resolution skills


+ Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success


+ Prepare reports and analyze customer service data to insure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place


+ Performance management responsibilities


+ Hire new associates as needed, promote accordingly and terminate associates when necessary


+ Plan, facilitate and lead department meetings and training


+ Leads projects as needed


+ Provide a vision and strategy to continually improve and grow the call center while preserving the customer experience


+ Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.


+ Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.


Preferred Education/Credentials:


+ Bachelor's degree in business or equivalent experience required


+ Five (5) years of prior work experience as a manager in a service call center


+ Working knowledge of MS Excel, Outlook and Word


+ Familiar with Customer Relationship Management (CRM) strategies


+ Proficiency with necessary technology, including phone systems


+ 3 or more years of customer service or call center experience in a health care related environment is strongly preferred. You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, and/or Small/Large Group Health Insurance benefits management


+ Must possess leadership attributes, with a real passion for excellence in service and attention to detail.


+ Proficient with Microsoft suite, the ability to navigate through multiple computer system


Additional Requirement


+ Safety is our top priority. To ensure a safe and welcoming work environment for all employees, clients and visitors, SS&C Technologies is requiring any employee in the United States to be fully vaccinated against COVID-19 before entering one of our office locations. For any position that requires a portion or all of the responsibilities of the job to be performed at an SS&C Office, employees will be required to provide verification of fully vaccinated status.


Location:


Kansas City Missouri


SS&C is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here (http://www.eeoc.gov/employers/upload/eeoc\_self\_print\_poster.pdf) and here (https://www.eeoc.gov/employers/upload/eeoc\_gina\_supplement.pdf) . SS&C is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.



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