Customer Service Manager

6 days ago

Remote, Oregon, United States NRG Clinic Full time $56,000 - $75,960 per year

Position Overview

We're looking for a Customer Service Manager who can oversee patient communication, team performance, and order follow-through for an online healthcare clinic

This role blends sales oversight, customer service leadership, and light operations management — ideal for someone who understands how to keep a team efficient while helping more patients say "yes" to treatment.

You'll make sure inquiries turn into appointments, appointments turn into purchases, and every patient receives quick, professional communication throughout the process.

Key Responsibilities

  • Sales Process Oversight
  • Ensure timely follow-ups on all patient inquiries and quotes.
  • Track open leads, pending orders, and incomplete checkouts.
  • Coach team members on tone, response speed, and persuasive communication.
  • Support patients directly as needed to complete purchases or resolve questions.
  • Customer Success & Team Support
  • Oversee 5–6 remote team members (intake reps, medical assistants, and support staff).
  • Monitor call, chat, and email quality for professionalism and compliance.
  • Keep communication between nurses, doctors, and sales staff organized and efficient.
  • Reporting & Accountability
  • Track weekly metrics: number of inquiries, new patient conversions, revenue per rep, and follow-up times.
  • Prepare short weekly performance summaries for management.
  • Identify areas for improvement and recommend system/process updates.
  • Operational Coordination
  • Maintain simple trackers for staff licensure renewals, collaborative meetings, and other compliance items.

Qualifications

  • Healthcare, medical sales, or customer service leadership preferable
  • Strong written and verbal communication skills and ability to audit calls and perform coaching
  • Comfortable reviewing metrics, tracking conversions, and coaching a team.
  • Familiarity with CRM
  • Highly organized, self-directed, and detail-oriented.

Job Type: Full-time

Pay: $56, $75,600.29 per year

Benefits:

  • Paid time off
  • Work from home

Work Location: Remote

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