Job Description Summary

The Customer Service Manager is responsible for onboarding clients, managing existing clients and is a point person for prospective clients. In addition, the Customer Service Manager will oversee and manage services to patients including billing and collections.

Essential Functions

• Oversight of department, including customer service to both clients and patients
• Develop and manage processes and workflows within the customer service department
• Create and track customer service goals and KPIs
• Write and maintain departmental SOPs and scripts
• Supervise and manage performance of a team of customer service representatives
• Hire and onboard new customer service team members
• Assist in developing an effective customer loyalty program
• Document all interactions with clients and patients
• Respond to customer inquiries on a regular basis
• Receive and implement customer feedback to improve the quality of service
• Manage daily progress in meeting important business metrics
• Generate detailed reports on customer interactions
• Provide additional upskilling or learning opportunities for customer service team members
• Oversee the budget for the customer service department
• Prepare and distribute patient communications, such as letters, phone calls, invoices, and collections.
• Manage customer service phone calls to and from clients and patients.
• Other duties as assigned

Competencies

• Strong understanding of customer service or CRM software
• Strong understanding and emphasis on HIPAA regulations
• Clear verbal and written communication skills
• Professional communication, especially in the face of potentially upset customers; savvy in de-escalation
• Proficiency in Microsoft Office products, including Excel, Outlook and Word.

Required Education and Experience

• Bachelor's degree in business administration or relevant field, or equivalent experience
• Previous laboratory experience is required
• Five (5) years’ demonstrated experience in a customer service leadership role is preferred

Characteristics

• Self-starter : Takes the initiative to deliver solutions without direction.
• Positive presence : Brings a contagious positive energy and leaves a positive impression on others.
• Determined : Manages and overcomes obstacles as a regular course of business.
• Results oriented : Owns and is fully accountable for achieving agreed upon results.
• Committed to learning and development: Seeks to learn, grow, and develop continuously.
• Self-aware : Understands individual impact on others.
• Integrity : Makes every effort to deliver on commitments, is truthful and honest, and treats others with respect.
• Team player : Collaborates and communicates well with internal and external business partners.

Supervisory Responsibility

• This position will lead and manage the Customer Service team.

Work Environment

This position is based in Carlsbad, California.

Position Type/Expected Hours of Work

This is a full-time position with a general Monday – Friday work schedule that requires flexibility to work evenings and weekends as needed.

Travel

This position requires up to 10% travel.

Other

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.