Customer Experience Manager at Captrue Benefits LLC
United States
$55k - $75k
<p>Description</p><p><strong>A CAREER AT CAPTRUE BENEFITS</strong></p><p>Working at Captrue Benefits, you’ll experience a culture that is made up of a group of people who are supportive, innovative, collaborative, and caring towards each other and the customers we serve. Captrue Benefits is looking for a Customer Experience Representative to join our team. This is a full-time position located in our Blaine, MN office, or remote, depending on location. Join our team and help us change the way healthcare is financed, disclosed and delivered.</p><p><br/></p><p><strong>OUR VISION FOR THIS KEY ROLE</strong></p><p>The Customer Experience Manager at Captrue Benefits leads the Customer Experience team and is responsible for building a high-touch member engagement operation that goes beyond a traditional call center. This role oversees inbound and outbound communications across phone, email, website, and portal channels; manages real-time queue and team performance; monitors service levels, quality, and key performance indicators; and partners with leadership to continuously improve processes and the overall customer experience. The Customer Experience Manager trains, coaches, motivates, and develops staff while serving as an ambassador of first impressions for Captrue Benefits. </p><p><br/></p><p><strong>Salary Range:</strong> $55,000-$75,000</p><p><br/></p><p><strong>A SAMPLE OF WHAT YOU’LL GET TO DO IN THIS JOB</strong></p><p> </p><p>· Provide daily guidance and communication to ensure customer service calls and inquiries are handled promptly, efficiently, knowledgeably, and in alignment with service expectations </p><p>· Lead, coach, motivate, and develop Customer Experience Representatives through regular one-on-one meetings, clear expectations, training, performance feedback, and development planning.</p><p>· Monitor team and employee performance, including productivity, quality, schedule adherence, attendance, queue performance, service levels, and key performance indicators.</p><p>· Foster a culture of member advocacy, first-call resolution, accountability, teamwork, and urgency in meeting customer expectations.</p><p>· Assist with escalated member or provider calls, executive complaints, and complex service issues, ensuring timely and satisfactory resolution.</p><p>· Ensure internal controls are maintained and staff comply with HIPAA, department, and corporate policies and procedures.</p><p>· Maintain thorough knowledge of employee benefit provisions for group health plans, including Traditional Medical (PPO and RBP), Dental, and Prescription Drugs.</p><p>· Answer questions concerning payments, claims, and benefits, and train staff to effectively use applicable portals, databases, phone systems, and operational resources.</p><p>· Research, develop, document, and maintain policies, procedures, guidelines, and best practices to support consistent service delivery.</p><p>· Evaluate trends, customer satisfaction metrics, call quality, productivity, and operational data; provide summaries and recommendations to leadership.</p><p>· Recommend and implement process improvements to streamline workflows, improve efficiencies, and strengthen operational performance.</p><p>· Coordinate with internal departments including Claims, Enrollment, and Client Services to ensure seamless service delivery and consistent communication.</p><p>· Serve as subject matter expert for the phone system (RingCentral), including key quality-monitoring features such as whisper, barge, and related functionality.</p><p>· Actively participate in department meetings and contribute to new programs, methods, and service delivery improvements.</p><p>· Meet deadlines and turnaround times established by leadership.</p><p>· Other duties as assigned.</p><p>Requirements</p><p><strong>WHAT YOU’LL BRING TO THE JOB</strong></p><p>· High School Diploma required; associate's degree or higher preferred </p><p>· Minimum 4 to 6 years of experience in a multi-channel call center or customer service environment, preferably with a TPA, health plan, or health insurance carrier</p><p>· Experience in medical and/or dental employee benefit administration, including the ability to read, analyze, and interpret plan benefits, guidelines, claims, and payment information</p><p>·Supervisory experience or demonstrated leadership potential, such as prior team lead, project leadership, or similar leadership responsibility strongly preferred</p><p>· Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word, with the ability to learn and use other data systems, portals, phone systems, and operational tools</p><p>· Excellent verbal, written, interpersonal, and customer service skills, with a demonstrated commitment to quality assurance and improving the customer experience</p><p>· Strong troubleshooting, listening, analytical, problem-solving, multitasking, prioritization, time management, organizational skills, and attention to detail</p><p>·Ability to function well in a high-paced and at times stressful environment while meeting deadlines</p><p>· Knowledge of HIPAA regulations and a commitment to maintaining compliance with privacy and security standards </p><p>· Demonstrated ability to professionally interact with peers, leadership, direct reports, and cross-functional teams </p><p>· Strong desire to contribute to Captrue's mission of changing the way healthcare is financed, disclosed, and delivered </p><p><br/></p><p><strong>WHO WE ARE</strong></p><p>Captrue Benefits is a third-party administrator located in Minneapolis, Minnesota. Captrue Benefit’s mission is to change the way healthcare is financed, disclosed and delivered. We need people who value honesty and transparency; people who take ownership and responsibility of whatever they are doing. We seek individuals who value all people and interact with humility and respect, people who like to dig deep into issues, who are curious and who understand life is about more than work. If you believe in our mission and share our Core Values, then we would like to talk about how we can make a positive impact together.</p>
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