Customer Care Program Manager

4 weeks ago

Columbus, Ohio, United States inAssist Full time
Job Description

Job Title: Customer Care Program Manager

Department: Customer Care

Location: Franklin, TN

Reports to: Director of Operations

Job Type: Full-time

We are seeking an experienced and dedicated Customer Care Program Manager to lead and manage the Customer Care team in our patient advocacy company, HealthLock. The ideal candidate will be responsible for overseeing daily operations of the team, ensuring exceptional service delivery, interacting with customers, establishing benchmarks/KPIs, workforce management, quality assurance and coaching, and improving overall customer satisfaction.

The Customer Care Program Manager will also serve as a liaison between development, marketing, customer experience, related service vendors and other internal departments to provide input and gather feedback on customer interactions and new upcoming products and offerings.

Key Responsibilities:

  • Leadership & Team Management:
  • Supervise and coach the Customer Care team to ensure exceptional service standards and productivity.
  • Conduct regular training sessions to keep the team updated on Customer Care best practices, software processes, and company offerings/promotions.
  • Set performance goals for the team and monitor KPIs related to call resolution, chat, email and phone response times, and customer satisfaction.
  • Manage workforce to ensure effective Customer Care agent coverage during support hours of 7am-7pm CST.
  • Customer Care & Issue Resolution:
  • Oversee the resolution of customer inquiries, technical issues, and payment processing issues in a timely and efficient manner.
  • Methods of customer interactions will be chat, email, and phone.
  • Serve as the escalation point for complex or unresolved customer and related vendor issues. Also handle any payment escalation inquiries.
  • Monitor all communications with customers to ensure their concerns and inquiries are addressed in a timely manner and provide updates to cases as needed to audit staff or management, insurance synching and other processing/onboarding statuses.
  • Investigate and resolve high-priority cases and customer complaints, working closely with technology and auditing departments as needed.
  • Process Improvement:
  • Identify opportunities for process improvement and implement new strategies to enhance overall customer experience.
  • Develop and optimize support workflows, ensuring smooth and efficient operations.
  • Collaborate with cross-functional teams to streamline processes related to customer onboarding, insurance synching (initial and long-term), customer inquiries, FAQs, ticket follow up, customer education, etc.
  • Reporting & Documentation:
  • Ensure Customer Care operations comply with HIPAA and SOC 2 regulations and other relevant healthcare guidelines/standards and applicable laws.
  • Maintain accurate and comprehensive documentation of customer interactions, issues, and documentation of software processes and platforms.
  • For Customer Care, collaborate on documentation of use guidelines and SOPs, as well as maintain and drive proper use of primary software applications.

Qualifications:

  • Education: Bachelor's degree in healthcare administration, business management, or a related field preferred.
  • Experience: Minimum of 3-5 years of experience in Customer Care program management, in addition to direct experience as a Customer Care agent, preferably in a healthcare environment, with experience in patient advocacy services.
  • Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills, with the ability to handle complex customer issues.
  • In-depth knowledge of medical billing, insurance claims processes, and healthcare regulations (e.g., HIPAA).
  • Strong problem-solving and conflict resolution abilities.
  • Proficient in using customer interaction/ticketing systems, billing software, and Microsoft Office Suite, general technical acumen.
  • Basic PC and networking experience for troubleshooting customer technical issues.
  • Aptitude for learning specialized systems quickly.
  • Ability to handle access to sensitive customer information with utmost discretion.
  • Strong ability to adapt efficiently and thrive in a fast-paced environment.
  • Proficient in Microsoft Office/Teams, Jira, Freshdesk/Freshworks preferred.

Key Competencies:

  • Customer-obsessed with a commitment to delivering exceptional service.
  • Analytical and detail-oriented, with strong critical thinking and organizational skills.
  • Ability to manage and prioritize multiple tasks in a fast-paced environment.
  • A proactive, solution-oriented mindset with strong decision-making skills.
  • This role will have access to sensitive customer information and manage others with similar access. The highest level of discretion and operational control must be upheld at all times.

Benefits:

  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Opportunities for professional development

This role is essential in ensuring smooth operations and high customer satisfaction within our company. If you are passionate about building a team, leading by example and delivering exceptional service in the healthcare management and patient advocacy field, we encourage you to apply

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