MANAGER, CUSTOMER CARE

DescriptionThe role is remote, the employee must reside near a company office to attend in-person meetings, training, and collaboration sessions.Position Overview:The Customer Care Manager is responsible for overseeing all aspects of the Customer Care Department. This position will be required to maintain high service levels and a positive experience for all customers. The Customer Care Manager will need to be able to provide recommendations to Senior Management for any changes that may need to occur in the department from staffing of employees, to process changes needed, and system enhancements. Must be able to supervise, train, and coach employees.Essential Job Functions:Assumes full management responsibility for Customer Care Department’s services and activities including training. Establishes, within policy, appropriate service and staffing levels; monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; allocates resources accordingly.Assesses and monitors workload, administrative and support systems, and internal reporting relationships; identifies opportunities for improvement; directs and implements changes.Plans, directs, and coordinates, through subordinate level staff, the Customer Care Department’s work plan; assigns projects and programmatic areas of responsibility; reviews and evaluates work methods and procedures; meets with key staff to identify and resolve problems.Provide reporting of the day-to-day activities in the department for Executive Team review; work closely with Department Managers to ensure we are meeting company goals and clients are receiving exceptional serviceManage to maintain a high level of energy and morale within the departmentManage employee recognition and discipline/coachingForecast for any future changes or needs within the departmentHandle escalated calls with patience and professionalismInput notes on each patient account that have been workedMaintain working knowledge of current home care products and services offered by SG Homecare and all applicable insurance guidelines regarding eligibility for coverage and reimbursementAvailable 24 hours a day/7 day a week including evenings, weekends, and holidays to provide support for staff and clientsRequirementsMinimum Qualifications:AA/BA in Business Administration preferred or equivalent experience5 years Medicare and Medical experience with payor and billing requiered10+ years of increasingly responsible experience, including 3 years at the supervisory level, with an emphasis on Customer Services Oversee customer care department - excellent coaching and interpersonal skillsExcellent computer skills, and applications, including Microsoft Office suite, hardware, software, and peripheral equipmentAdvanced principles, procedures, standards, practices, trends, techniques, and information sources in the field of durable medical equipment or healthcareAdvanced methods and techniques used in customer service and public relationsAdvanced methods of administrative, organizational, and procedural research and analysisPrinciples of supervision, training, and performance evaluationPrinciples and practices of leadership, motivation, team building, and conflict resolutionPrinciples and practices of contract administrationPertinent federal, state, and local laws, codes, and regulationsSolid analytical skills with a desire to understand the “why” behind the numbersAbility to work under pressure, juggle multiple projects and handle the unexpectedExercise sound judgment, decisiveness, and creativity required in situations involving the direction, control, and planning of an entire program or multiple programsOperate office equipment including computers and supporting word processing, spreadsheet, and database applicationCommunicate clearly and concisely, both orally and in writingEstablish and maintain effective working relationships with those contacted in the course of work

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