Customer Care Manager

General :

The Customer Care Manager is directly responsible for overseeing their designated Supervisor's along with a dedicated team within the Customer Care Division and staff internationally.

Responsible To:

The Director of Patient Services Oversees:

This position manages all employees within your designated teams and is responsible for the performance management and hiring of employees.

Responsibilities and Duties:

Mentoring and Developing all new or current Customer Care Supervisor's as needed Ensures that subordinate positions are filled with qualified candidates internal an external. Establishes, implements and monitors Customer Care Supervisor's practices relating to working hours, conduct, salary rates, documentation, and when justified, disciplinary action and termination. Will conduct weekly one on one's with each Supervisor to identify areas of opportunity. Create an action plan to solve the issues identified and will monitor the progress moving forward. Responsible for maintaining Productivity & Satisfaction Goals set quarterly by the leadership team Will step in and attend staff meetings as needed or requested by department leadership, to ensure that there is frequent communication and sharing of information consistent with the direction of the organization. Will run reports to ensure that all department orders in Doc Flow are processed within SLA. Will ensure that all M-tickets, and on-call orders are handled in an accurate, timely and efficient manner. Ensures that Open Work Order reports assigned to your teams are worked and completed timely. Works with your assigned teams to resolve Unbilled revenue created Will be prepared for weekly one on one's with the Director of Patient Services Will attend bi-weekly meetings with the Director of Patient Services. Responsible for completing annual personnel evaluation procedures of each Customer Care Supervisor with frequent input throughout the year Responsible for maintaining and resolving all complaints and grievances filed by customers and/or referral sources to ensure they are resolved in a timely manner. Enforces and educates Customer Care Supervisor's and other staff personnel on the laws, codes, and regulations that pertain to the services and equipment provided by the company. Responsible for implementing and auditing the compliance to the corporate policies and procedures in the day to day functioning of the Customer Care Service Department. This includes ensuring the teams are meeting JCAHO guidelines. Stays abreast of regulation and administrative policies on all Products, Guidelines and Insurance Coverages. Ability to assume the role of a Customer Service Supervisor including but not limited to scheduling and making patient and telephone calls as necessary. Instructs patients / clients in the proper use and care of medical equipment according to the written policies and procedures for that equipment. Ensures that CCS staff and/or supervisors assume on-call responsibilities during non-business hours in accordance with the policy as necessary. If for any reason your assigned CCS staff and/or supervisors fails to take on-call when scheduled you will be responsible for on-call or the finding of an alternate resource. Provides in services for accounts or will attend meetings with Referral's as necessary. Demonstrates timeliness, courtesy, sincerity and patience when dealing with patients/clients. Supports the company by being loyal and informing the office of concerns and problems to be resolved. Maintain a professional safe and clean work environment. Understand and adheres to all of SuperCare Health company policies. Perform all other duties as assigned and required.

Qualifications :

Education:

Graduate of an accredited school

Experience:

Business Acumen. Leadership with a minimum of 2+ years Supervisory Customer/Client Focus. Problem Solving/Analysis. Process Management. Communication Proficiency. Teamwork Orientation. Technical Capacity.

Physical Demands:

While performing the duties of this job, the employee is regularly required to lift 25lbs.

Position Type and Expected Hours of Work :

This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.