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Manager, Cost Authorization

Company: HomeServe USA
Location: Chattanooga
Posted on: January 16, 2020

Job Description:

HomeServe USA, a 2019 certified Great Place to Work, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home. Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain. Come see why you should work for HomeServe USA!Position Overview:In this highly visible and demanding role, the Manager, Cost Authorization is responsible for the operational oversight and management of the Cost Authorization team including departmental metrics, employee training and development, performance management, staffing, budget management, and employee engagement. Cost Authorization plays a central and key role to ensure HomeServe controls repair costs and meets customer service targets. The Cost Authorization team fields calls directly from contractors to provide job status updates and reviewing/approving repair costs. The team validates and approves the requested cost within the parameters of the customers' contract coverage or negotiates a better cost based on fair market value. The Manager, Cost Authorization must be familiar with pre-negotiated network contractor pricing agreements, product terms and conditions (T&C's), and prevailing industry rates. The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting targets.Additionally, the Manager, Cost Authorization will be responsible for leading, managing, and developing a team of Cost Authorization Supervisors, identifying areas for improvement within the operations, and proactively developing and implementing solutions.Responsibilities:

  • Manage daily activities of the Cost Authorization team
    • Provide leadership on projects as assigned by the Director
    • Provide leadership oversight to ensure the Cost Authorization team utilizes all systems, tools, and reports to achieve average job cost targets
    • Ensure the Cost Authorization team meets statistical targets and provide action plans for those that fall below expectations
    • Manage customer satisfaction and ensure prompt resolution for all levels of escalated issues including those identified by customers, contractors, partners, management, Customer Advocacy Team, and other sources
    • Develop processes, policies, and procedures to improve the operational performance and efficiency of the Cost Authorization team
    • Collaborate with Contractor Administration and Regional Operations Managers to report discrepancies and make enhancements to the contractor rate sheets
    • Act as a resource and provide leadership to the Cost Authorization team regarding residential repair terminology and techniques, as well as local codes, regulations, and labor and materials costs
    • Ensure policy T&C's are interpreted and implemented properly within the Cost Authorization team
    • Build excellent customer and contractor relationships during every interaction
    • Ensure all cost authorization requests from contractors are accurately reviewed and processed in a timely manner.
    • Ensure that the team is proactively communicating with customers to advise of claim status to meet KPI's
      • High School diploma required. Associate Degree, Bachelor Degree, or Vocational/Trade school certificate preferred
      • Minimum 3-5 years of previous supervisory experience
      • Minimum 5 years estimating and job costing experience preferred
      • Broad knowledge of residential repair methods with 5 years plumbing, HVAC, and/or electrical trades experience - field experience a plus
      • Journeyman license preferred
      • Great organizational, time management, and project management skills
      • Independent self-starter capable of working collaboratively with multiple cross functional organizations
      • Self-driven and demonstrates the ability to thrive in a fast paced environment
      • Strong customer service track record with demonstrated success handling escalated issues
      • Strong ability to analyze data to develop a strategic plan to improve customer satisfaction and control repair costs
      • Outstanding written and verbal communication skills
      • Ability to work under the pressure of a steady workload
      • Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
      • Ability to present ideas strategic ideas and operational updates to senior management
      • Strong Excel skills a plus (Filters, Pivot tables, Tables, Reports)
      • Must have shift flexibility and be able to work 5 - 8 hour shifts or 4 - 10 hour shifts, and the possibility of working evenings and weekends
      • Ability to work OT during peak demand
      • Excellent communication and interpersonal skills
      • Call center experience
      • Adept at managing multiple priorities and tasks in a fast-paced environment
      • Solutions oriented
      • Clear and concise English speaking skills
      • Good business writing skills
        • Competitive compensation
        • Career development and advancement opportunities
        • Casual attire throughout the week
        • Friendly, open and team oriented work atmosphere
        • Excellent benefits including generous medical, vision, dental and life & disability insurance
        • 401(k) plan with a company match HomeServe USA is an equal opportunity employer.

Keywords: HomeServe USA, Chattanooga , Manager, Cost Authorization, Executive , Chattanooga, Tennessee

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