Manager, Customer Care

HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans. We offer various high-quality, affordable healthcare plan options supported with best-in-class customer service. 

We are proud to say that for four years, HMA has been chosen as a ‘Washington’s Best Workplaces’ by our Staff and PSBJ™. Our vision, ‘Proving What’s Possible in Healthcare™,’ and our values, People First!, Be Extraordinary, Work Courageously, Own It, and Win Together, shape our culture, influence our decisions, and drive our results.

What we are looking for: We are always searching for unique people to diversify our team. We only hire people that care deeply about others, thrive in evolving environments, gain satisfaction from being part of a team, are motivated by tackling complex challenges, are courageous enough to share ideas, action-oriented, resilient, and results-driven. 

What you can expect: You can expect an inclusive, flexible, and fun culture, comprehensive salary, pay transparency, benefits, and time off package with plenty of personal development and growth opportunities. If you are looking for meaningful work, a clear purpose, high standards, work/life balance, and the ability to contribute to something important, find out more about us at: https://www.accesshma.com/

How YOU will make a Difference: 

We're looking for a dedicated Customer Care Manager who is enthusiastic about leading our call center team and championing new systems to elevate our customer service. If you have hands-on experience managing customer care advocates, training, reviewing data and analytics, enjoy finding creative ways to improve customer experiences, and love inspiring others to do their best work, we’d love to meet you.

What YOU will do:  

• Oversee the daily operations of the customer care call center, ensuring the accurate quoting of eligibility, benefits and claims status and ensure issues are resolved promptly and effectively.
• Lead by example and represent HMA’s ‘People First’ values.
• Implement and manage new systems and technologies to improve call center efficiency and customer satisfaction.
• Develop and monitor KPIs to measure the effectiveness of the customer care team and identify areas for improvement.
• Mentor and support customer care advocates to ensure they have the skills and knowledge needed to provide exceptional service.
• Collaborate with other departments to ensure a seamless customer experience and address any cross-functional issues.
• Manage resources to achieve departmental budget targets.
• Stay up-to-date with industry trends and best practices to continuously improve our customer care operations.
• Exhibit strategic agility and analysis to drive the customer care strategy forward.
• Manage complex challenges and drive critical decision-making processes.
• Maintain a future-oriented mindset to anticipate and prepare for industry changes.
• Lead through change, inspiring and building trust within the team.

Knowledge, Experience, and Key Attributes needed for Success:  

• Bachelor’s degree preferred
• 10+ years providing superior customer service preferably in a call center environment
• 1-2 years of proven experience managing a group of 12+ diverse customer care advocates including performance management.
• In-depth knowledge of customer service principles and practices is required
• Experienced managing and monitoring customer call que
• Knowledge of policies involving managing non-exempt individual contributors
• Proven ability to collaborate with diverse business groups across the organization
• Uses data and analytics to make decisions and recommendations for refinement
• Highly organized and detail-orientated
• Previous experience working in a medical or healthcare field is preferred

The base salary for this position in the greater Seattle area is $104,000-$115,000 and varies dependent on geography, skills, experience, education, and other job or market-related factors. Performance-based incentive bonus(es) is available. 

Disclaimer: The salary, other compensation, and benefits information are accurate as of this posting date. HMA reserves the right to modify this information at any time, subject to applicable law.

In addition, HMA provides a generous total rewards package for full-time employees that includes:

• Seventeen (IC) days paid time off (individual contributors)
• Eleven paid holidays
• Two paid personal and one paid volunteer day
• Company-subsidized medical, dental, vision, and prescription insurance
• Company-paid disability, life, and AD&D insurances
• Voluntary insurances
• HSA and FSA pre-tax programs
• 401(k)-retirement plan with company match
• Annual $500 wellness incentive and a $600 wellness reimbursement
• Remote work and continuing education reimbursements
• Discount program
• Parental leave
• Up to $1,000 annual charitable giving match

How we Support your Work, Life, and Wellness Goals

At HMA, we believe in recognizing and celebrating the achievements of our dedicated staff. We offer flexibility to work schedules that support people in all time zones across the US, ensuring a healthy work-life balance. Employees have the option to work remotely or enjoy the amenities of our renovated office located just outside Seattle with free parking, gym, and a multitude of refreshments. Our performance management program is designed to elevate career growth opportunities, fostering a collaborative work culture where every team member can thrive. We also prioritize having fun together by hosting in person events throughout the year including an annual all hands, summer picnic, trivia night, and a holiday party.

We hire people from across the US (excluding the state of Hawaii and the cities of Los Angeles and San Francisco.) 

HMA requires a background screen prior to employment.

Protected Health Information (PHI) Access Healthcare Management Administrators (HMA); employees may encounter protected health information (PHI) in the regular course of their work. All PHI shall be used and disclosed on a need-to-know-basis and according to HMA’s standard policies and procedures.

HMA is an Equal Opportunity Employer.

For more information about HMA, visit www.accesshma.com.