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Customer Service Operations Manager

2 months ago

Hollywood, Florida, United States VITAS Healthcare Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at VITAS Healthcare. As a key member of our Care Connection Center, you will be responsible for leading a team of Customer Service Supervisors and ensuring the efficient and timely intake/admission process for new patient referrals.

Key Responsibilities
  • Manage day-to-day CSS activities to achieve operational service levels and meet/exceed referral/admission goals
  • Monitor and analyze data to identify operational efficiency and customer service enhancement opportunities
  • Lead by example to ensure a strong understanding and connection to the VITAS mission, core values, and Care Connection Center cultural platform
  • Support the development, counseling, and rewards and recognition tools to most effectively support all CSS team members
  • Collaborate with Admission Managers to support, meet, and/or exceed their individual referral/admission goals
Requirements
  • Three or more years related experience managing an operations team in a 24/7 environment
  • Call center/customer service and/or healthcare management experience preferred
  • Proven success in managing strategic plans and attaining goals in a fast-paced, dynamic environment
  • Expert in the delivery and monitoring of customer interactions
  • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members
What We Offer
  • Competitive compensation
  • Health, dental, vision, life, and disability insurance
  • Pre-tax healthcare and dependent care flexible spending accounts
  • 401(k) plan with numerous investment options and generous company match
  • Cancer and/or critical illness benefit
  • Tuition Reimbursement
  • Paid Time Off
  • Employee Assistance Program
  • Legal Insurance
  • Roadside Assistance
  • Affinity Program