SUMMARY:  The Customer Service Manager is responsible for enhancing customer satisfaction and retention, thus positively influencing membership growth with health plans. Customer Service serves as liaison between Monarch and members, providers, and payers, providing information and problem-solving as needed.  Manager oversees activities of the Customer Service Supervisor and Customer Service Representatives (CSRs) and proactively identifies opportunities for strengthening and improving processes to meet or exceed quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:  Other duties may be assigned.

1.    Oversee the operations and activities of the Customer Service Department.

2.    Develop and write department business plans, budget, goals, policies and procedures, and quality standards.

3.    Conduct analysis to ensure department’s adherence with corporate and regulatory requirements.

4.    Identifies training opportunities for employees, members and providers as needed.
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