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Customer Care Manager



Customer Service
Atlanta, GA, USA
Posted on Friday, August 25, 2023

Key Responsibilities:

  • Manage the Customer Care Team on all lines of business supported by Claims Cost Solutions. Ensuring calls are handled within established KPIs.
  • Manage staffing levels and coverage to optimize performance, including planning, assigning, and directing work.
  • Manage and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; business owner for installing upgrades.
  • Responsible for producing monthly reporting of key metrics and productivity to senior leadership.
  • Identify trends based on data analysis and partner with senior leadership to determine future business needs and efficiency gains.
  • Identify efficiency gains and enhancements that increase the production and quality of work; partner with the project teams to implement new workflows and system enhancements.
  • Partner with other Business Leaders to establish workflow efficiencies and resolve escalated/priority items with appropriate urgency.
  • Develop, update, and maintain departmental documentation. i.e. Standard Operating Procedures, job aides, work flows, etc.
  • Coach and mentor team members on exceeding expectations, evaluate performance on an ongoing basis and is responsible for annual performance review process.
  • Serve as a source of reference and escalation for questions, clarification, and resolution for Supervisors and Team.
  • Meet with departmental leadership team regularly to review team performance, training needs, department metrics and system issues/enhancements. Discuss possible improvements and consistently re-evaluate tools and processes.
  • Meet with the leadership on a weekly/monthly basis to report the overall functions of the departments.
  • Partner with the Talent Acquisition Team on the interview and onboarding process of new associates.
  • Maintain awareness of and ensure adherence to the organization’s standards regarding privacy.

Education and Professional Experience:

  • Bachelor's degree in a related field or equivalent work experience
  • A minimum of 5 years leadership experience required.
  • A minimum of 8 years customer service and/or sales experience preferred.
  • Knowledge of the full Microsoft Office Suite of products to include, but not limited to, MS Outlook, MS Word, MS Excel, and MS PowerPoint

Professional Skills:

  • Leadership, coaching and managing with the ability to direct others.
  • Analytical - ability to understand, reason and draw logical conclusions.
  • Interpersonal - communicates clearly and builds relationships both within and outside the organization.
  • Initiative - a self-starter who follows up on outstanding issues.
  • Problem solving - effective at resolving issues; results oriented.
  • Strategic Thinking - ability to develop long term planning and actions tied to improving overall efficiencies and processes.
  • Change agent - ability to review all aspects of the Customer Experience and provide program improvements.
  • Reporting - Strong reporting and data analysis skills required, including the ability to produce reports, graphs, dashboards, etc. for senior leadership audience.
  • Communication - Excellent communication and interpersonal skills, with the ability to convey complex information in a clear and concise manner.


Independence / Accountability:

  • Maintains confidentiality and handle sensitive material.
  • Demonstrates solution orientation; takes initiative when resolving challenges or improving process.
  • Displays self-motivation and the ability to work independently and as a team.
  • Demonstrates ability to balance and prioritize workload from various service units and individuals in a fast-paced environment.
  • Provides detailed and clear written documentation of processes and policies.
  • Demonstrates motivation to provide detail and accurate training at all times to associates.

Problem Solving:

  • Recognizes deviations from expected observations.
  • Possesses attention to detail.
  • Strong attention to detail and analytical thinking skills

Leadership Activities:

  • Ensures comprehensive training for newly onboarded Customer Care Specialists, providing leadership with regular feedback on their progress.
  • Offers constructive feedback to leadership on the ongoing development and performance of the Customer Care team.
  • Demonstrates a proactive approach to ensure timely follow-up and successful completion of projects.
  • Maintains a professional and composed demeanor, especially in sensitive situations.
  • Demonstrates a strong commitment to developing the skills and abilities of the Customer Care Team, showing a genuine passion for their growth and success.

Working Conditions:

  • Hybrid Office Schedule. Normal office environment.
  • Walking, standing, and sitting.
  • Long periods of computer usage.
  • Handling, seizing, holding, and grasping of objects, tools, and controls.
  • Reaching
  • Flexible hours: May be required to work on off hours and weekends.
  • Minimal travel as required.

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.