MANAGER, CUSTOMER CARE

Description

The role is remote, the employee must reside near a company office to attend in-person meetings, training, and collaboration sessions.

Position Overview:

The Customer Care Manager is responsible for overseeing all aspects of the Customer Care Department. This position will be required to maintain high service levels and a positive experience for all customers. The Customer Care Manager will need to be able to provide recommendations to Senior Management for any changes that may need to occur in the department from staffing of employees, to process changes needed, and system enhancements. Must be able to supervise, train, and coach employees.

Essential Job Functions:

• Assumes full management responsibility for Customer Care Department’s services and activities including training. 
• Establishes, within policy, appropriate service and staffing levels; monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources accordingly.
• Assesses and monitors workload, administrative and support systems, and internal reporting relationships; identifies opportunities for improvement; directs and implements changes.
• Plans, directs, and coordinates, through subordinate level staff, the Customer Care Department’s work plan; assigns projects and programmatic areas of responsibility; reviews and evaluates work methods and procedures; meets with key staff to identify and resolve problems.
• Provide reporting of the day-to-day activities in the department for Executive Team review; work closely with Department Managers to ensure we are meeting company goals and clients are receiving exceptional service
• Manage to maintain a high level of energy and morale within the department
• Manage employee recognition and discipline/coaching
• Forecast for any future changes or needs within the department
• Handle escalated calls with patience and professionalism
• Input notes on each patient account that have been worked
• Maintain working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursement
• Available 24 hours a day/7 day a week including evenings, weekends, and holidays to provide support for staff and clients

Requirements

Minimum Qualifications:

• AA/BA in Business Administration preferred or equivalent experience
• 5 years Medicare and Medical experience with payor and billing requiered
• 10+ years of increasingly responsible experience, including 3 years at the supervisory level, with an emphasis on Customer Services 
• Oversee customer care department - excellent coaching and interpersonal skills
• Excellent computer skills, and applications, including Microsoft Office suite, hardware, software, and peripheral equipment
• Advanced principles, procedures, standards, practices, trends, techniques, and information sources in the field of durable medical equipment or healthcare
• Advanced methods and techniques used in customer service and public relations
• Advanced methods of administrative, organizational, and procedural research and analysis
• Principles of supervision, training, and performance evaluation
• Principles and practices of leadership, motivation, team building, and conflict resolution
• Principles and practices of contract administration
• Pertinent federal, state, and local laws, codes, and regulations
• Solid analytical skills with a desire to understand the “why” behind the numbers
• Ability to work under pressure, juggle multiple projects and handle the unexpected
• Exercise sound judgment, decisiveness, and creativity required in situations involving the direction, control, and planning of an entire program or multiple programs
• Operate office equipment including computers and supporting word processing, spreadsheet, and database application
• Communicate clearly and concisely, both orally and in writing
• Establish and maintain effective working relationships with those contacted in the course of work