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Mgr I AIM Customer Service PS3...


Job Summary

Deerfield, IL
Other/Not Classified
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Mgr I AIM Customer Service PS3376

About the Job


These positions will be located at AIM's Westchester contact center

Your Talent. Our Vision. At AIM Specialty Health (AIM), a proud member of the Anthem, Inc. family of companies, it's a powerful combination, and the foundation upon which we're creating greater care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve. .

Responsible for providing oversight and day-to-day management of a dedicated Customer Service Intake Teams, the Non-Clinical Operations Manager will ensure targets are met and AIM's company strategy is achieved through consistent development and coaching of their team. Through planning, coordination and management of team activities, maintain and enhance the customer experience and meet organizational and operational objectives.

Primary duties may include, but are not limited to:

  • Provide management, organization, and coordination of day to day work of up to three (3) teams of Tier 1 Referral Specialists.
  • Create a positive work environment for the team through motivation, coaching and associate development.
  • Function as a Subject Matter Expert for various client plans and AIM products
  • Investigate customer's complaints and determine resolution
  • Provide statistical and performance feedback and coaching on a regular basis.
  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.
  • Address disciplinary and/or performance problems according to company policy.
  • Assist with the operation of the call center to include the development, analysis and implementation of staffing, training, scheduling, reward and recognition programs.
  • Ensure new processes and procedures are implemented and used effectively by the team.
  • Ensure a high level of knowledge within the Teams as evidenced through turnaround time of issues and ability to resolve issues independently.
  • Analyze team, department, and product-line data to develop and implement action plans for improvement.
  • Act as liaison with Customer Account Managers to ensure customer objectives are being met and complaints are resolved.
  • Administers company policies and procedures with little or no guidance.
  • Other duties, as assigned

About AIM Specialty Health

AIM Specialty Health is a specialty benefit management company that helps promote appropriate, safe and affordable healthcare services. For more than 25 years, we have been an innovator, leader and partner to payers and other risk bearing organizations that manage health outcomes and costs. With a suite of solutions, we provide value through clinical appropriateness review, provider collaboration and member engagement. Our solutions focus on today's most complex and costly tests and treatments in radiology, cardiology, oncology, specialty drugs, sleep medicine, and other emerging clinical areas. We design and administer our solutions on behalf of 50 health plans, which support a diverse client base and over 42 million members, and engage with more than 330,000 providers throughout the US to help improve the quality of care and reduce costs.

We maintain offices in Chicago, Deerfield, Schaumburg and Westchester, IL as well as Glendale, CA.

AIM's services include:

  • Prospective clinical review of outpatient advanced imaging procedures such as CT, MRI, Nuclear Cardiology and PET Scans
  • Clinical review for cardiology and specialty pharmacology products and services.
  • Oncology Management programs leveraging AIM's proven specialty benefit platform to drive consistent and effective cancer care through services review along with management of close to 70 oncologic drugs.
  • Specialty Drugs programs to provide review for over 142 specialty drugs offering providers an automated drug review process through our provider friendly web portal.
  • Sleep Management, designed to align the diagnosis and treatment of sleep apnea against clinical guidelines, enhance member access to high value providers and ensure treatment compliance for the dispensing of supplies.

Our programs combine clinical excellence, its innovative technology and a commitment to customer service, ensuring the company's on-going leadership in the rapidly evolving healthcare environment.

AIM is certified by the National Committee for Quality Assurance (NCQA) and has received Full Accreditation for Health Utilization Management from the Utilization Review Accreditation Commission (URAC.)

The successful candidate will have
  • high school diploma;
  • 2+ years in progressively complex customer service environment;
  • or any combination of education and experience, which would provide an equivalent background.
  • Familiar with MS Office technology and call center technology solutions
  • 3 or more years' customer service experience preferred
  • Ability to lead peers in projects, workload share and identify resources needed to successfully plan initiative or project.
  • Good numeracy skills with the ability to analyze and interpret KPIs and how to use them to improve performance.
  • Demonstrated ability to communicate and manage change within a team, explain reasons for change and secure team acceptance of change.
  • BA/BS preferred.
  • Management experience preferred.

Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2015 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at antheminc.com/careers. EOE. M/F/Disability/Veteran.


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