• Assistant Customer Service Manager

    Job Locations US-IL-Chicago
    Posted Date 3 weeks ago(6/28/2018 10:54 AM)
    # of Openings
    Customer Service/Support
  • Overview





    Looking for a way to influence the health and healthcare of many?


    If so, we’d love to hear from you! Our mission-driven organization is focused on theTriple Aim - Better Health, Better Healthcare and Lower Costs to individuals and their families who participate in our health plans.


    UNITE HERE HEALTH serves 100,000+ workers and 220,000 covered lives in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!



    Key Attributes:


    • Integrity – Must be trustworthy and principled when faced with complex situations
    • Ability to build positive work relationships – Mutual trust and respect will be essential to the collaborative relationships required
    • Communication – Ability to generate concise, compelling, objective and data-driven reports
    • Teamwork – Working well with others is required in the Fund’s collaborative environment
    • Diversity – Must be capable of working in a culturally diverse environment
    • Continuous Learning – Must be open to learning and skill development.  As the Fund’s needs evolve, must be proactive about developing new areas of expertise
    • Lives our values – Must be a role model for the Fund’s BETTER Culture and Mission (Better, Engage, Teamwork, Trust, Empower, Respect)


    The purpose of this position is to assist the Manager in overseeing the work of Representatives (HRT Reps) and ensure all stakeholders and partners receive the highest level of service and engagement by receiving accurate, consistent and timely answers, using pro-active problem-solving and critical thinking skills.  Representatives are the face of the organization, especially to members and provide benefit, claim and health care education, information and issue resolution to this multi-cultural community.  

    • Act as the lead in the absence of the Manager
    • Collaborates with Manager to oversee day to day work and support/train Representatives
    • Monitors Representative productivity, attendance, and quality, and addresses concerns raised about quality/performance
    • Assists with Quality Assurance feedback and appraisals, identifies training opportunities, and participates in recruitment
    • Serves as a member of the "All Hands on Deck" team to provide benefit, claim and eligibility information as well as proactive education and health system navigation to members, providers, unions, and employers
    • Performs research and facilitates problem-solving in collaboration with Managers and Subject Matter Experts to review open escalated issues to identify root cause and attempt to resolve them permanently
    • Serves as a resource to the Trainer by assisting with and / or delivering training to Representatives
    • Generates and maintains reports to track  monthly performance to facilitate coaching
    • Works with other internal departments to support Open Enrollment activities for Plan Unit(s)
    • Participates in various workgroups
    • Assists with member outreach, which may include presentations to the union or at worksites
    • Performs other duties as assigned within the scope of responsibilities and requirements of the job
    • Performs Essential Job Functions and Duties with or without reasonable accommodation


    • Bachelor's degree in healthcare, or related field or equivalent work experience required
    • 2 ~ 3 years of direct experience minimum
    • 1 ~ 2 years of team management experience required
    • Working knowledge and experience in performing customer service duties in person and/or over the phone
    • Experience in Union or Health Insurance: Preferred
    • Intermediate level Microsoft Office skills (Excel, PowerPoint, Word, Outlook)
    • Preferred fluency (speak and write) in Spanish
    • Travel 10% or less
    • Listening and Communication (written and verbal) skills
    • Customer Service skills
    • Leadership, mentor and coaching skills
    • Team and collaboration skills
    • Ability to work with union and contributing employer representatives to foster positive relationships
    • Ability to adapt to changing work conditions
    • Proactivity, accuracy and initiative skills
    • Change Agent skills



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