Customer Experience Manager

Description: **A CAREER AT CAPTRUE BENEFITS** Working at Captrue Benefits, you’ll experience a culture that is made up of a group of people who are supportive, innovative, collaborative, and caring towards each other and the customers we serve. Captrue Benefits is looking for a Customer Experience Representative to join our team. This is a full\-time position located in our Blaine, MN office, or remote, depending on location. Join our team and help us change the way healthcare is financed, disclosed and delivered. **OUR VISION FOR THIS KEY ROLE** The Customer Experience Manager at Captrue Benefits leads the Customer Experience team and is responsible for building a high\-touch member engagement operation that goes beyond a traditional call center. This role oversees inbound and outbound communications across phone, email, website, and portal channels; manages real\-time queue and team performance; monitors service levels, quality, and key performance indicators; and partners with leadership to continuously improve processes and the overall customer experience. The Customer Experience Manager trains, coaches, motivates, and develops staff while serving as an ambassador of first impressions for Captrue Benefits. **Salary Range:** $55,000\-$75,000 **A SAMPLE OF WHAT YOU’LL GET TO DO IN THIS JOB** * Provide daily guidance and communication to ensure customer service calls and inquiries are handled promptly, efficiently, knowledgeably, and in alignment with service expectations * Lead, coach, motivate, and develop Customer Experience Representatives through regular one\-on\-one meetings, clear expectations, training, performance feedback, and development planning. * Monitor team and employee performance, including productivity, quality, schedule adherence, attendance, queue performance, service levels, and key performance indicators. * Foster a culture of member advocacy, first\-call resolution, accountability, teamwork, and urgency in meeting customer expectations. * Assist with escalated member or provider calls, executive complaints, and complex service issues, ensuring timely and satisfactory resolution. * Ensure internal controls are maintained and staff comply with HIPAA, department, and corporate policies and procedures. * Maintain thorough knowledge of employee benefit provisions for group health plans, including Traditional Medical (PPO and RBP), Dental, and Prescription Drugs. * Answer questions concerning payments, claims, and benefits, and train staff to effectively use applicable portals, databases, phone systems, and operational resources. * Research, develop, document, and maintain policies, procedures, guidelines, and best practices to support consistent service delivery. * Evaluate trends, customer satisfaction metrics, call quality, productivity, and operational data; provide summaries and recommendations to leadership. * Recommend and implement process improvements to streamline workflows, improve efficiencies, and st