Customer Service Operations Manager
3 weeks ago
Job Summary
We are seeking a highly skilled Customer Service Operations Manager to join our team at VITAS Healthcare. In this role, you will be responsible for managing all day-to-day CSS activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals.
Key Responsibilities
- Manage all day-to-day CSS activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals.
- Monitor and manage all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.
- Support all strategies, plans, and implementations as directed by Senior Leadership.
- Proactively identify operational efficiency and customer service enhancement opportunities.
- Work directly with all corresponding programs 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
- Pretax 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
About Us
VITAS Healthcare is the nation's leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth.
As a member of the VITAS team, you'll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others.
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