Manager Customer Care - (Behavioral Health)
- Minimum 5 – 7 years experience in a call center environment and 2 years of supervisory experience.
- Must have the ability to manage the area of responsibility and possess managerial skills necessary for organizing, planning, controlling, budgeting, developing, and motivating employees in the accomplishment of assigned tasks.
- Must possess a service excellence attitude.
- Demonstrated track record of managing change with proven results.
- Ability to identify individual and team developmental needs.
- Previous experience in teaching, social work, or related fields is not required but is an asset.
- Possess a deep understanding of customer engagement and service across both telephone and digital channels.
- Excellent listening, verbal, and written communication skills.
- Strong attention to detail.
- Strong interpersonal skills, including influencing others and negotiation.
- Experience in innovative problem-solving and applying analytical skills to resolve customer issues.
- Ability to independently manage customer cases across multiple contact channels and prioritize based on service levels and customer needs in a fast-paced environment.
- Strong technical / computer skills
- Ability to create reporting and documents in excel, PowerPoint, and word is required at an intermediate level.
- Bachelor’s degree preferred or equivalent. In lieu of a degree, five (5) to seven (7) years of management experience is required.
- 9+ experience related to customer advocacy. Previous experience in teaching, social work, or related fields is not required but is an asset.
Hybrid of Choice:
Independence has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
Independence Blue Cross is committed to the health, safety, and well-being of our associates. In support of that focus, Independence expects all new hires to be up to date with COVID-19 vaccination and booster*. Independence’s policy provides reasonable accommodations for medical or religious reasons as required by law. The process for requesting a reasonable accommodation is communicated to candidates when they are offered employment.
* To be considered “up to date” with COVID-19 vaccination and booster, individuals must have received an initial series of the vaccine (whether a 1-dose or 2-dose series) and timely receive a booster once eligible. Individuals not yet eligible to receive a booster shot will be required to timely obtain a booster once eligible.
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.