A proud member of the Elevance Health family of companies, Carelon Global Solutions, formerly Legato Health Technologies is a managed service delivery organization, providing information technology and business operations services for health plans. **Manager II Customer Care** **Location:** **This role requires associates to be in-office 3 days per week** , fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered. When reporting to the office, the location is on Carelon Global Solutions Puerto Rico building located on 654 Ave Munoz Rivera San Juan, Puerto Rico. Must be available to travel to different office locations as needed. **The candidate must be available to attend on-site during the training period.** _Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law._ **Schedule:** This position will work five days per week on 8-hour shifts. Candidate should have availability from Monday through Saturday within the operational hours of 7:00 am - 11:00 pm. Additional hours, including weekends or holidays, may be required based on operational needs. The **Manager II Customer Care** is responsible for providing oversight of customer service staff. **How You Will Make an Impact** Primary duties may include, but are not limited to: + Responsible for establishing departmental policies and procedures. + Prepares and communicates information to appropriate parties regarding benefit programs, procedures, changes and government mandated disclosures. + Serves as mentor to lower level managers; act as subject matter expert for other areas of the company as well as within the department; and have accountability for the deliverables of third parties or vendors. + Manages multiple functions requiring unique sets of knowledge or having significant fiscal accountability over and above routine people/equipment costs. + Develops and manages annual operating budget. + May be assigned to special project work consistent with the role and as dictated by the needs of the business. + Audits to monitor efficiency and compliance with policies; prepares specialized reports. + Hires, trains, coaches, counsels and evaluates performance of direct reports. **Minimum Requirements:** + Requires BA/BS degree and a minimum of 2 years previous management experience and a minimum of 5 years customer service experience; or any combination of education and experience which would provide an equivalent background. **Preferred Skills, Capabilities, and Experiences:** + Fully Bilingual (English & Spanish). Must be able to write, read and speak both languages in a proficiency level. + A minimum of 5 years' experience in a supervisory role in a call center environment is highly preferred. + Previous experience in the healthcare industry preferred. For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health. Who We Are Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. How We Work At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws. Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.