Job Summary
Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Bilingual Customer Service Manager for the Medicaid Dental Call Center to join the team.
As the Bilingual Customer Service Manager, you will play a key role in enhancing the customer experience for Medicaid beneficiaries. Leading a team dedicated to customer care, you’ll ensure that each interaction is handled expertly, driving satisfaction and loyalty. Your leadership will improve team performance, streamline processes, and ensure regulatory compliance. By working with other departments, you'll help deliver seamless service that positively impacts the lives of our client's members.
Our client’s team is committed to providing exceptional customer support for Medicaid dental services, serving as the primary contact for beneficiaries. They address inquiries, resolve issues, and guide members through their dental care options. By helping members access the information and services they need, our client contributes to improving their overall health and well-being. This department connects members with quality dental providers, facilitates claims, and ensures Medicaid compliance, ultimately making dental care more accessible and understandable for all.
Responsibilities
- Lead and manage both Customer Service Teams and support staff, with a span of control ranging from 65-100 employees
- Leverage knowledge of Medicaid guidelines, dental services, and customer service best practices to enhance team performance and customer interactions while ensuring compliance
- Ensure the Contact Center consistently meets all service level and performance goals through regular monitoring of key performance metrics
- Provide targeted coaching and hold staff accountable for meeting performance expectations
- Oversee the hiring, onboarding, training, and retention of Customer Service Representatives, ensuring quality candidate selection and engagement with leadership
- Regularly assess call center workflows, identify areas for improvement, and implement best practices to streamline operations and enhance service quality
- Collaborate with other departments, such as Provider Relations, Claims, and Utilization Management, to ensure seamless service delivery and resolve customer issues effectively
- Manage and improve customer interactions to provide a positive experience for Medicaid beneficiaries
- Resolve conflicts and address complex inquiries in a timely and professional manner
- Coach, mentor, and develop a diverse team of customer service representatives
- Motivate and engage team members to meet performance goals consistently
- Oversee daily call center operations, including staffing, scheduling, and performance monitoring
- Analyze metrics to implement process improvements for greater efficiency and effectiveness
- Stay current with Medicaid policy changes and communicate updates clearly to the team
- Prepare and present performance reports and actionable insights to senior management
- Use strong analytical skills to assess data trends and make informed, data-driven decisions
- Manage and enhance customer interactions, ensuring a positive experience
- Proficiency in conflict resolution and handling complex inquiries
- Experience in coaching and developing diverse teams
- Strong motivational skills to engage team members in achieving performance goals
- Oversee call center operations, including staffing, scheduling, and performance tracking
- Analyze metrics and implement improvements to enhance efficiency
- Knowledge of Medicaid guidelines and compliance requirements
- Stay updated on policy changes and communicate them to the team
- Prepare and present performance reports to senior management
- Strong analytical skills for data-driven decision-making
- Excellent verbal and written communication skills for clear and effective information sharing
- Strong listening skills to understand customer needs
- Ability to analyze issues quickly and develop effective solutions
- Proactively identify potential problems before they escalate
- Build strong relationships with team members, customers, and other departments
- Strong emotional intelligence for managing team dynamics and customer interactions
- Adaptability to changing policies, technologies, and customer needs
- Embrace new ideas and drive change within the team
- Strong organizational skills for managing multiple priorities and meeting deadlines
- Efficiently allocate resources to optimize team performance
- Build strong, company-wide relationships; approachable and helpful, mentoring and supporting team growth
- Show initiative by leading or taking action to achieve goals
- Communicate issues, concepts, and ideas easily both orally and in writing
- Go above and beyond to ensure members feel seen, valued, and appreciated
- Maintain attention to detail and complete tasks thoroughly with minimal oversight
- Remain flexible and responsive to new demands, changes, and situations
- Use critical thinking to troubleshoot complex issues, problem-solve, and multitask
- Act with integrity, taking responsibility for actions and decisions while maintaining confidentiality
Requirements
- Bachelor’s degree in Business Administration, Healthcare Management, or a related field, or equivalent experience
- Must be bilingual, spanish
- 4+ years of experience managing customer service call centers in healthcare, dental, Medicaid, or insurance environments
- Proven ability to lead high-performing teams in a metric-driven environment
- Track record of consistently meeting key performance metrics and service level agreements
- Experience coaching and developing team members, preferably through structured coaching and quality programs
- Strong skills in Microsoft Excel, including creating and analyzing pivot tables, charts, and basic formulas
- Working knowledge of Microsoft Office tools (Word, PowerPoint) for documentation and presentations
- Reliable internet service for remote work, with minimum speeds of 50 Mbps download and 10 Mbps upload when hardwired and not using a VPN
- Understanding of workforce management and telephony concepts and tools
- Ability to maintain confidentiality and comply with HIPAA requirements
- Excellent verbal and written communication skills with an empathetic and clear communication style
- Adaptable and flexible, able to adjust to changing situations and diverse environments
- Strong listening and interpersonal skills
- Highly organized, detail-oriented, self-starter with strong analytical and multitasking abilities
- Experience and understanding of dental services and Medicaid regulations
Preferred Qualifications:
- Fluent in Spanish or Haitian-Creole and English, both verbally and in writing, as demonstrated in an assessment
- Experience working in a dental office or other healthcare capacity
- In-depth knowledge of Medicaid policies and procedures, particularly related to dental care
- Familiarity with state and federal regulations governing dental services for Medicaid recipients
Benefits
Our client offers meaningful and challenging work that drives innovation in a secure and compliant way, along with a competitive compensation package. Benefits include excellent medical, dental, vision, life, and disability coverage for you and your dependents with no waiting period, a 401(k) with company match, tuition assistance, paid parental leave, and backup family care. Their modern, collaborative work environments foster creativity and talent development, while flexible time off, dress code, and work location policies support work-life balance. They promote inclusion and diversity through Employee Resource Groups and are committed to social responsibility, community volunteering, educational partnerships, and sustainability initiatives.
Summary
Apply today!
EEO Notice
Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
