As a Customer Care Center Manager for Getwell Health Systems in Clarksville, Indiana, your role encompasses various responsibilities aimed at ensuring excellent customer service and operational efficiency within the healthcare industry. Here's a detailed job description tailored to your position:
Position Title: Customer Care Center Manager
Company: Getwell Health Systems
Location: Clarksville, Indiana
Job Description:
1. Team Leadership and Management:
- Lead and manage a team of customer care representatives responsible for handling inbound and outbound calls, emails, and other communication channels.
- Provide guidance, support, and mentorship to team members to ensure they deliver exceptional customer service while adhering to company policies and procedures.
- Conduct regular performance evaluations, coaching sessions, and training programs to enhance team performance and professional development.
2. Customer Service Excellence:
- Oversee the day-to-day operations of the customer care center, ensuring prompt and accurate response to patient inquiries, appointment scheduling, billing inquiries, and other service-related matters.
- Develop and implement strategies to optimize customer satisfaction, retention, and loyalty, while effectively resolving any customer complaints or escalations in a timely manner.
- Collaborate with other departments, such as billing, scheduling, and clinical teams, to streamline processes and enhance overall patient experience.
3. Operational Efficiency:
- Monitor key performance indicators (KPIs) such as call volume, average handle time, first-call resolution rate, and customer satisfaction scores to assess operational performance and identify areas for improvement.
- Develop and implement efficient workflows, tools, and technologies to streamline customer care processes and enhance productivity.
- Identify opportunities for process optimization and automation to improve efficiency and reduce costs without compromising service quality.
4. Compliance and Quality Assurance:
- Ensure compliance with relevant healthcare regulations, including HIPAA, in all customer interactions and data handling processes.
- Implement quality assurance measures to maintain high standards of service delivery, including call monitoring, feedback sessions, and performance audits.
- Conduct regular compliance training sessions for customer care representatives to uphold confidentiality and data security standards.
5. Reporting and Analysis:
- Generate regular reports and performance metrics to track customer care center performance and provide insights for strategic decision-making.
- Analyze data trends, customer feedback, and service metrics to identify opportunities for improvement and implement corrective actions as needed.
- Present findings and recommendations to senior management to support continuous improvement initiatives and enhance overall customer satisfaction.
Qualifications:
- Bachelor's degree in Business Administration, Healthcare Management, or related field (preferred).
- Proven experience in a customer service or call center management role, preferably within the healthcare industry.
- Strong leadership skills with the ability to motivate and inspire a team towards achieving organizational goals.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using call center software, CRM systems, and Microsoft Office Suite.
- Knowledge of healthcare regulations, including HIPAA, and industry best practices.
- Ability to work effectively in a fast-paced environment and adapt to changing priorities.
Joining Getwell Health Systems as a Customer Care Center Manager offers an exciting opportunity to lead a dynamic team in delivering exceptional customer service and making a positive impact on patient care within the Clarksville, Indiana community.