The Carpenters Southwest Administrative Corporation (“CSAC”), located in Los Angeles, California, is currently seeking a full-time Assistant Manager in the Eligibility and Participant Services Department (“Assistant Manager”), reporting directly to the Manager of the Eligibility and Participant Services Department. The successful candidate will assume overall responsibility for staff supervision (approximately 15 Eligibility and Call Center Specialists) by monitoring the call center department, directing all project workflows, and assisting with departmental-wide special projects. In addition, the Assistant Manager will travel to offsite locations, as directed by Eligibility and Participant Services Department Manager (travel is primarily local during the business day, although some out-of-area and overnight travel may be requested).
CSAC consists of Health, Pension, Annuity and Vacation Funds for 23,500+ active and retired carpenters, their dependents and beneficiaries across eight southwestern states including, California, Nevada, Utah, Arizona, New Mexico, Texas, Colorado and Wyoming. This position reports to the Executive Management team of the Funds, with assets in excess of $4 Billion.
DUTIES AND RESPONSIBILITIES
The Assistant Manager will have overall responsibility to:
Participate in the development and retention of qualified enrollment and participant services representatives;
Coach, mentor and motivate staff to evaluate and take actions that follow established practice standards leading to a consistent service model;
Oversee daily call center activities, including, but not limited to, call monitoring, call statistics review, and call management;
Monitor system reporting and delegate and redirect work as necessary, based on need;
Contribute to special projects, as directed, including training of staff for upcoming participant mailings;
Assist the Eligibility and Participant Services Department Manager with the implementation of Trustee-directed plan changes, including communications and training;
Assist the Eligibility and Participant Services Department Manager with the prep/plan and roll out of CSAC’s Annual Open Enrollment project to ensure compliance dates are met;
Maintain positive relationships with all levels of staff, management, board of trustees, vendors and colleagues while providing top quality service;
Maintain an active reporting process to all interested parties on all projects where assigned a leadership role;
Responsible for staff coaching and discipline. Liaison with HR for management of personnel related policies, procedures, documentation, records and notification requirements pertaining to collectively-bargained staff;
Work proactively with Eligibility and Participant Services Department Manager to re-evaluate department needs on an ongoing basis;
Act as an experienced source of information and guidance for staff and the Administrative office;
Take responsibility for service team communication and system workflow; maintain excellent and timely communication among all involved parties;
Serve as back up to CSAC’s HIPAA Privacy Officer, and;
Other duties and special assignments.
Work Experience: The ideal candidate will have a minimum of five (5) to ten (10) years of proven leadership, management and direct supervisory skills in a call center environment, preferably in the healthcare industry (e.g. insurance carrier).
Educational Background: Bachelor’s degree or equivalent combination of education and experience.
Special Skills or Credentials: Knowledge of working with collectively-bargained personnel preferred but not required. Knowledge of HIPAA, ACA and ERISA preferred but not required. High proficiency in Microsoft Office Suite. Proficiency in Spanish, a plus (read, write, speak, translate).
Additional Skills: Ability to multi-task, prioritize, and feel comfortable working in a fast-paced professional environment, possess good judgment, be professional, detail oriented, highly organized, and have excellent presentation, interpersonal as well as communication (both written and verbal) skills. Requires the safe operation of a motor vehicle to perform the essential functions of the job.
CSAC is an affirmative action employer and encourage applications from all qualified candidates regardless of gender, race, ethnicity, age, sexual orientation, marital status, religion, or disability.
To apply, please send your cover letter, resume and salary requirements to firstname.lastname@example.org or Segal Consulting, Attn: Ms. Agata Zak, 333 West 34th Street, New York, NY 10001. Please include job reference code 0118AMLA when submitting your application.
Location/Region: Los Angeles, CA (US)