About this role
The Provider Services Manager is part of a cohesive customer care team, working to create the best possible provider experience. This position requires hands-on account management stills, solving complicated problems, is self-driven, a multi-tasker and enjoys working in a collaborative evolving environment. Within this role, you will be leading other leaders of multiple functions within the provider concierge team ensuring operations goals are met while driving productivity and identifying process improvements.
Responsibilities:
Accountable for day-to-day operations of the provider services operational area, leading a team and ensuring operational goals and metrics are met. Collaborate with various cross-functional departments on complex and escalated issues to identify, report and implement solutions. Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances. Identify and report team performance metrics, implementing improvements to increase and maintain productivity and effectiveness. Align operational processes and procedures to support strategic business initiatives. Supervise staff including: determining staffing needs, setting goals, interviewing, selecting, coaching, mentoring and evaluating the performance of all direct reports. Ensure quality of customer responses through identifying and executing training, coaching and performance feedback on customer interactions. Work with leaders to effectively implement new provider programs; develop workflows and address areas hampering the efficient operation of the department. Represent the provider services area in meetings with other departments. Qualifications:
8+ years w/Bachelor's degree; 1+ years supervisory/management6 years' experience in an active inbound/outbound call center operations role overseeing a staff of 15 or more preferred.Strong organizational/time management and project management skills and ability to multi-task.Detail-oriented; flexible and creative.Skill in report writing and presenting detailed information to all levels of management.Analytical, problem solving and negotiation skills.Demonstrated supervisory, coaching, mentoring and training skills.Knowledge and application of the English grammar including composition, editing and proofreading skills.Knowledge of dental terminology and insurance is highly preferred.Knowledge of Delta Dental products, policies, claims, eligibility and underwriting procedures and guidelines. Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade 20. $71,400 - $149,500
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: Competitive base and incentive pay 401(k) with robust matching and non-matching contributions Rich medical & pharmacy benefits 100% employer-paid dental and vision benefits Holistic wellbeing program with deep financial incentives Generous paid time off plus 12 paid holidays and your birthday off Culture of growth and learning: career development; tuition reimbursement; recognition program Family support: adoption assistance, fertility treatment, child, elder & pet care assistance Social responsibility and volunteer opportunities Employee discount program Fair Chance Ordinances and Criminal Background Considerations This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
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