Company Mission
The Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com
Role and Responsibilities
The Ops Manager is responsible with ensuring the service our associates deliver delight our customers: driving innovation and best in class delivery while supervising an omni-channel service remote team. The Customer Care Team Ops Manager is responsible for:
• Managing a small claims team: Monitor, organize, and coach team on a day-to-day basis.
• Ensure Service Levels are met.
• Preparing a remote Claims for growth; Preparing and overseeing an offshore Claims Team for growth
• Reviewing existing procedures and implementing claims best practices
• Applying workforce management principles in operationalizing claims center
• Review and analyze claim patterns, making recommendations to improve customer satisfaction, quality, and productivity
• Capacity Planning, hiring, managing, and firing
• Oversight of creation of training material, delivery of training and confirmation of training programs.
• Compiling team performance and reviewing with individual associates.
• Define and maintain team schedules, manage attendance and adherence to schedules.
• Drive Operational Efficiencies reducing costs
• Collaborate across the organization including sales and account management to deliver success.
Qualifications and Education Requirements
• Bachelor’s degree or equivalent work experience
• Minimum of 2 to 5 years of customer service leadership experience, overseeing high volumes while delivering white glove service.
Preferred Skills
• Proven Management experience and results: ability to motivate employees and ensure a best in class organization.
• Experience with tax favored accounts, such as HRAs FSAs and DCAs.
• Position requires a high degree of diplomacy, ability to problem solve and manage complicated issues, ability to effectively manage large volume of claims atmosphere.
• Superior customer service skills, strong interpersonal and communication skills.
Location: Remote
Job Type: Full-time /Exempt
EB Employee Solutions, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.