Customer Service Manager

Description We are looking for an experienced Customer Service Manager to oversee and optimize our patient access operations in Pittsburgh, Pennsylvania. This role is critical to ensuring smooth registration processes, effective staff management, and exceptional service delivery. The ideal candidate will bring strong leadership skills and a commitment to enhancing customer experiences in a healthcare environment.

Responsibilities:

• Supervise the registration and pre-registration tasks performed by staff, ensuring daily completion and providing necessary training.
• Develop and manage staff schedules, including rotations, time-off requests, and coverage adjustments, while minimizing overtime and maintaining productivity.
• Monitor and improve upfront collection processes by setting goals, offering coaching, and addressing performance issues as needed.
• Establish and refine departmental procedures, conducting regular audits and staff training to promote continuous improvement.
• Serve as a resource for employees and other departments, fostering an environment of excellent customer service for both internal and external stakeholders.
• Lead and track assigned projects, implementing changes and reporting progress to Patient Access Leadership.
• Participate in daily facility operations, compiling statistical data and assisting in various departmental functions as required.
• Conduct employee evaluations and oversee attendance tracking systems to ensure compliance and efficiency.
• Attend facility meetings to align processes and maintain effective communication between clinical and administrative teams. Requirements
• Minimum of 2 years of experience in a customer service management role, preferably within the healthcare sector.
• Proficiency in managing customer accounts and ensuring high-quality service delivery.
• Skilled in computer-aided dispatch systems and call center operations.
• Demonstrated ability to schedule and coordinate staff effectively.
• Strong commitment to providing superior customer service and promoting service excellence.
• Experience with employee training, coaching, and performance evaluation.
• Competency in tracking and reporting statistical information for operational improvements.
• Ability to implement and manage departmental processes in alignment with organizational policies.

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