Customer Service Manager

Definition: ensure all inbound and outbound calls are handled professionally, and meet the expectations of our clients, contracted providers, health plans and the amm management team. Monitor, analyze and report on all activities within the department. Use all tools available to lower inbound calls and increase outbound calls.


  1. Master usage, analytical and reporting functionality of all telecommunications software including avaya phone system and amm proprietary customer service applications.

  2. Report to amm management the monthly production statistics of agents including count of calls answered, average minutes per call, total minutes on calls, count of calls documented, count of calls made, agent absenteeism, etc.

  3. Report to amm management the monthly production statistics of client calls including count of calls received, average minutes per call, total call minutes, count of types of calls received, etc.

  4. Report to amm management monthly observations regarding emerging call trends in claims payment, authorizations, denials or other operational or strategic issues.

  5. As a representative of amm management, work with telecommunications vendors and service providers to resolve problems or connectivity issues.

  6. Create department goals and hold staff responsible to achieve those goals.

  7. Troubleshoot and resolve all escalated high level authorization and claims issues. Report to amm department managers sensitive or high risk problems and/or trends.

  8. Train and develop customer service staff to resolve and document all incoming and outgoing calls.

  9. Maintain compliance with hipaa privacy and security policies and standards such that protected health information is not used or disclosed contrary to law.

  10. Attend operational, management and client meetings to represent customer service issues and provide training or collaboration as requested.

  11. Performs other duties as required.

Qualifications and requirements:

  1. Excellent verbal and customer service communication skills

  2. Working knowledge of claims, authorizations and eligibility

  3. Excellent written communication skills using work and outlook

  4. Proficient using customer service tools and custom applications

  5. Demonstrates technical and operational healthcare industry knowledge and expertise

  6. Proficient data analyses using excel and powerpoint

  7. Effective organizational, team-building, presentation and training skills

  8. Cultivates positive professional and interpersonal relationships

  9. Minimum 5 years’ experience in the healthcare industry with 3 years’ experience in customer service problem-solving. Knowledge of medicare, managed care and/or medical Regulations, policies and procedures

  10. Bachelor’s degree in related field preferred