What are the responsibilities and job description for the Customer Care Manager position at Shields Health?
COMPANY: SHIELDS HEALTH CARE GROUP
JOB TITLE: CUSTOMER CARE MANAGER
LOCATION: WORCESTER, MA
HOURS: FULL-TIME
ABOUT SHIELDS HEALTH CARE GROUP:
Shields Health Care Group is a leading medical provider in New England, operating in one of the most fascinating business environments today – Healthcare. Our world-class team is made up of innovative thinkers and enthusiastic collaborators who take pride in delivering the highest quality care to the patients and medical professionals we serve at more than 40 locations. It’s a great time to be a part of the Shields team as we grow and diversify our services by investing in our people, technology and culture. We’ve created a challenging work environment driven by our talented people, with a unique philosophy of care that sets us apart today and tomorrow.
PURPOSE AND SCOPE:
The Customer Care Manger will contribute to the goals of Shields Health Care Group by
providing exceptional customer service with professionalism, efficiency and accuracy. The
Customer Care Manager will perform the necessary tasks to successfully maximize the
collection of revenue, optimize service provided by Customer Care and Patient Care
PRIMARY RESPONSIBILITIES:
• Manages employees in the regional call center
• Manages PCR employees in the associated region
• Provides thoughtful leadership in customer experience to all staff
• Meets targets and goals by motivating agents to achieve high performance
• Responsible for overseeing the quality of the content delivered
• Leads continuous improvement initiatives
• Monitors calls for QA and contacts customers as necessary to ensure satisfaction and quality.
• Handles concerns that escalate beyond the representatives
• Assists sales team with sales and marketing of new product offerings.
• Responsible for managing the hiring and professional development of staff.
• Conducts annual review for direct reports, provides regular feedback and handles performance issues timely.
• Regularly meets with center level staff
• Oversees template management
• Completes duties and projects assigned by DCC
• Delegates responsibilities to CCR and CCS
• Complies with business confidentiality
EDUCATIONAL REQUIREMENTS:
College degree preferred or 5 years of experience
EXPERIENCE REQUIREMENTS:
• Experience as CCS or Manager
• Advanced computer skills.
• Customer service strategies
• Benchmarking skills
• Strong communication, presentation and writing skills
• Strong interpersonal skills
PHYSICAL REQUIREMENTS:
Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.
INTERNAL/EXTERNAL INTERACTIONS:
This position requires extensive interaction with all customer groups. Candidate must be personable, upbeat, fast paced and organized.
NOTE:
It is not intended that this Job Description include all details of the work functions of this position. The incumbent will perform work of lower or equivalent classification as required or directed and work of higher classification for training and development purposes or as warranted.
