About the Role
MagnaCare is seeking a strategic and experienced, Las Vegas-based On-Site Customer Service Manager to lead and oversee the overall performance of our customer service operations. This role is responsible for driving service excellence through the effective leadership of Supervisors, Trainers, and QA Auditors, and their teams, ensuring high-quality support for members and providers. The Manager will support workforce planning, training programs, quality assurance, and continuous improvement initiatives.
Primary Responsibilities
Manages all employees of the department and is responsible for the performance management and hiring of the employees within that department. This includes both remote and onsite team members.
Manage departmental and staff goals, utilizing the reports and other system tools to ensure the targets are met.
Handle escalated customer concerns and complaints.
Assist customers with problems and questions regarding claims
Develop and implement action plans to ensure the department is successful in meeting targets.
Writes and administers performance reviews for skill improvement.
Ensures employees have appropriate training and other resources to perform their jobs.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Support Client Services in a team effort to meet client needs.
Assist the training coordinator in the classroom and assist floor training of employees in their department with retraining.
Attend client, participant, vendor, provider, or employer meetings when necessary to meet client needs.
Essential Qualifications
College Degree or equivalent number of years’ experience.
Prior customer service experience working with labor unions is preferred.
Prior experience in customer service in high volume call centers, preferably in healthcare, insurance, or a related field is required.
Must possess working knowledge of call center metrics and KPIs including AHT, Schedule Adherence, Quality, First Call Resolution and how each impacts forecasting and staffing models.
Ability to handle performance management needs.
Excellent organizational and leadership skills.
Superior coaching, leadership, and interpersonal skills.
Ability to maintain a professional demeanor through written and verbal correspondence.
Project management experience with an emphasis on process improvement, implementation, and workflows is a plus.
At MagnaCare LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect and increasing diversity, inclusion and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all of your unique abilities.
For more than 30 years, MagnaCare LLC has been a trusted partner in delivering flexible, customized solutions for self-insured organizations. As a national third-party administrator (TPA), we combine proprietary technology, network expertise, and a deep understanding of labor to help our clients achieve their goals while supporting the people they serve.
Our focus on labor means we work closely with funds, Taft-Hartley Trusts, and other self-insured groups to deliver tailored solutions that go beyond the basics. From health plan administration and eligibility management to contribution accounting, we provide the tools and support organizations need to succeed. With specialized offerings such as flexible network administration, direct contracting, in-house medical and care management, and workers’ compensation programs, we create benefit plans that address unique needs with precision.