Manager, Customer Service - Maryland (DentaQuest)

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: Candidate must reside in Maryland

The opportunity:  

The Manager, Customer Service position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.

How you will contribute:  

• Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to the manager and director issues, which may prevent accomplishment of departmental goals.

• Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.

• Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance.

• Develop action planning for performance improvement by analyzing monthly reports and other observed trends.

• Organize and track key information and documents.

• Work with other departments to ensure queues times are met.

• Manage tickets and ensure appropriate language, attention, and turnaround times exist to appropriately address departmental needs.

• Develop innovative ways to motivate the staff.

• Foster an environment of teamwork by participating in and leading teambuilding activities.

• Provide customer center workflow and quality improvement.

• Resolve issues in accordance with DentaQuest’s internal policies, client contracts, and state and federal regulations.

• Prepare reports and conduct data analysis for client meetings and presentations.

• Identify and create efficiencies.

• Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc).

• Other duties as assigned.

What you will bring with you:  

• Bachelor’s degree or equivalent experience.

• 5 years’ experience working in a high-volume call center environment.

• Knowledge of claims life cycle.

• Excellent analytical and problem-solving skills.

• Strong computer skills including Microsoft Office applications, and general reporting software.

• Ability to present to professionals – clients, colleagues, senior leaders.

• Excellent math capabilities: including the ability to analyze and organize data.

• Strong attention to detail.

• Ability to make appropriate decisions.

• Excellent organizational skills.

• Excellent communication skills: written, verbal and interpersonal.

• Ability to work well with others at all levels of the organization.

• Ability to work under pressure.

• Ability to identify and escalate critical conditions.