Manager, Complaints and Issues – Claim CTMs
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Job Description
Manager overseeing complaint resolution for Centene's customer service team. Ensuring compliance with regulations and managing team performance across various locations.
Responsibilities:
- Ensures complaints and issues team document customer complaints and issues based on regulatory and other contractual legal requirements
- Reviews complex inquiry documentation to ensure adherence to quality and regulatory standards
- Manages the team responsible for customer complaints and issues resolution teams by planning, directing, and evaluating team performance
- Collaborates with other departments to ensure customer satisfaction
- Manages identified trends in customer complaints and issues
- Provides guidance to team members on complex customer complaints and issues
- Maintains knowledge of all policies, procedures, and regulations to ensure compliance requirements are achieved
- Escalates issues to senior leadership, including potential regulatory issues
- Promotes and drives collaboration and feedback loop between departments
- Partners with senior leadership to provide performance reviews and oversees training implementation
- Assists in onboarding, hiring, and training new employees within the customer complaints and issues department
Requirements:
- Requires a Bachelor's degree and 5+ years of related experience
- 2+ years supervisory experience preferred
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship
Benefits:
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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