Manager, Claims Customer Service Call Center

Job Title:
Manager, Claims Customer Service Call Center

Location:

Atlanta, GA
Job Type: Direct Hire
Work Type &

Schedule:

On-site, Monday through Friday 8am to 5pm (approx. 45 hours per week)

Required Skills:

• Strong call center management and leadership experience
• Experience/knowledge of claims processing for Medicare Supplement insurance (preferred) and/or claims processing for medical/health insurance claims
• Experience directly managing supervisors and customer service teams
• At least 3 years of experience leading customer service, call center, or insurance operations teams
• Experience managing call center performance metrics, including:
  • Service levels
  • Call volume
  • Abandonment rates
  • Quality scores
  • Productivity standards
  • Staffing and scheduling
• Experience coaching, developing, and holding supervisors and customer service representatives accountable
• Experience developing training programs, procedures, call scripts, job aids, and escalation protocols
• Demonstrated ability to recruit, onboard, develop, engage, and retain customer service employees
• Ability to lead effectively in a high-growth, high-volume, and changing environment
• Strong analytical, organizational, technical, and problem-solving skills
• Ability to interpret call center data and use reporting to make staffing and operational decisions
• Strong communication and stakeholder-management skills
• Strong attention to detail and follow-through
• Proficiency with Microsoft Office
• Self-directed, proactive approach with the ability to operate without extensive oversight
• Ability to work Monday through Friday, approximately 8:00 or 8:30 a.m. to 5:00 or 5:30 p.m.
• Bachelor's degree in Business Administration, Insurance, Finance, or a related field

• Medicare Supplement insurance experience
• Managed healthcare, health insurance, medical insurance, or life and health insurance experience
• Understanding of Medicare procedures, regulatory requirements, privacy standards, and insurance customer service practices
• Experience with Lean, Six Sigma, or another process-improvement methodology
• Experience supporting customer, agent, and provider inquiries
• Experience with workforce planning, budget management, cost forecasting, or operational risk management

• Oversee the daily operations of the Claims Customer Service call center.
• Lead two supervisors and a team of approximately 18 customer service representatives.
• Establish a supportive, accountable, and collaborative team culture during a period of rapid growth and increased workload.
• Coach supervisors on employee development, performance management, communication, and issue resolution.
• Ensure employees feel properly trained, informed, and supported.
• Develop and improve new-hire training, ongoing training, call-handling resources, scripts, procedures, and job aids.
• Monitor staffing levels, schedules, call volume, service levels, abandonment rates, productivity, quality results, and customer experience measures.
• Use reporting and trend analysis to identify performance gaps and allocate resources effectively.
• Support recruiting, onboarding, engagement, and retention of customer service representatives.
• Oversee escalated customer, agent, and provider inquiries and coordinate with internal departments to resolve complex issues.
• Monitor call quality, documentation practices, complaint trends, compliance concerns, and operational risks.
• Identify opportunities to improve call flow, reduce handle times, strengthen first-call resolution, and improve quality.
• Implement process improvements, automation, and operational best practices where appropriate.
• Ensure adherence to department procedures, company standards, privacy requirements, and applicable insurance regulations.
• Maintain consistent service delivery while the organization continues to scale.