Manager, Customer Experience & Claims

Delta Dental of Wisconsin is currently seeking a customer service focused individual to join our team in the role of Manager, Customer Experience|Claims. In this role, you will work closely with other department managers to strategize, coordinate and lead our contact center operations, ensuring alignment with performance objectives and delivering legendary customer experiences. The contact center handles a high volume of customer service interactions and all processing transactions related to claims, calls, web chat, faxes, mail, secure message, and e-mail requests.

Delta Dental of Wisconsin offers a comprehensive benefit package which includes health and dental insurance, employer match within our 401(k) retirement plan, and a generous Paid Time Off program.

This is a hybrid position located at our new headquarters in Stevens Point, Wisconsin.

Essential Duties and Responsibilities

• Measure and report work volume daily/weekly to Claim Operations leadership
• Manages key performance metrics
• Responsible for working in the workforce management system, such as forecasting call volume and scheduling staff
• Facilitates implementation of company and department goals and objectives in support of Delta Dental of Wisconsin’s mission
• Schedules and facilitates department meetings
• Train and provide instruction to new team members on customer experience and claims processing transactions
• Manages working relationships with other company and department functions in alignment with Delta Dental of Wisconsin’s values
• Respond to escalated inquiries from members, dental providers, employer group and broader representatives
• Implements and ensures operations of systems required to meet department objectives
• Ensure all tools, processes and procedures for customer service and claims processing are properly documented within the online knowledge base
• Develops and communicates key messages to staff
• Reviews and approves human resource recommendations and conducts performance management
• Maintain knowledge of and ensure that all relevant state regulations are followed
• Provide referral support for the contact center. Issue resolution may involve research, documentation and referral for coaching/training on contact center tasks
• Implements and ensures compliance with policies and procedures
• Keep abreast of industry knowledge of contact center technologies and practices
• Recommends department budget, analyzes and contributes to successful results

• Leverage systems to support the continued growth of processes within the platforms to ensure that desired business results are achieved in a quality manner
• Understand and assist in meeting key performance metrics
• Assist Director, Customer Experience|Benefit Administration to develop, recommend, and manage the implementation and attain contact center goals, objectives and strategies, new program and service initiatives
• Assist with curriculum development, including but not limited to, new hire training, claims processing, and ongoing learning
• Through leadership, serve as a role model to demonstrate support and engagement with Delta Dental of Wisconsin’s mission, values and fundamentals
• Provide coaching in written and verbal format to team members related to contact center operations
• Actively seek business process improvements and provide oversight in projects to ensure effectiveness and efficiency
• Hires, trains and provides coaching to team members to promote engagement and leadership development
• Implement and enforce policies, procedures and standards of operation

Non-Essential Duties and Responsibilities

• Respond promptly and professionally to inquiries from members, provider offices, agents/broker and employer group representatives via telephone, email, secure message, web chat and mail within established performance standards. Time in the phone queue is required during high volume times to assist with meeting service guarantees
• Special projects and other duties as assigned
• Quality assurance monitoring and reporting including, but not limited to, customer service telephone call monitoring, electronic interactive routing system (EIRS) claims processing, written response to web chat, secure message, email, faxes and written correspondence, claim adjustments, refund processes

Preferred

Preferred