Arcadia Healthcare Solutions

Manager, Customer Administration



As a Manager of Customer Administration, you will lead your staff to an exceptional performance level by giving quality objectives and opportunities to expand their knowledge of services, products, and troubleshooting techniques which will focus on improving performance and processes in an effort to better support customers and internal department procedures.


  • Determines call center and claims department operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews with standard call center and claims processing performance metrics.
  • Maintains and improves call center and claims operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
  • Assessing and assigning workflow, coaching, counseling, and disciplining employees; administering scheduling systems and processes; communicating job expectations; planning, monitoring department measures, conducting staff performance conversations; enforcing policies and procedures.
  • Responsible for completing monthly reporting submission requirements as outlined by the Health Plan.
  • Coordinate operational activities with other internal functions alongside departments and managers.
  • Conduct at minimum monthly meetings with staff and attend operational meetings as requested.
  • Attend client facing meetings as requested to discuss department statistics and measures.


  • 3-5 years of supervisory or management experience in Healthcare claims, customer service center and automated phone systems is a plus.
  • Claims processing experience (HMO Managed care preferred) and with CPT and ICD coding knowledge, (Certification preferred).
  • Proficient with Microsoft programs (Word, Excel and Access) at an intermediate to advanced level.
  • Must be organized, self-motivated, detail oriented, disciplined and a team player
  • Demonstrates the ability to manage staff and multi-task with minimum supervision and the ability to prioritize appropriately.
  • Ability to meet deadlines and prioritize tasks; to effectively interact with operational and clinical personnel; collect, correlate and analyze data
  • Excellent written and oral communication.


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