What are the responsibilities and job description for the PA Customer Service Manager position at CAMC Health System?
Ensure that quality customer service is delivered to every patient/customer and strive to increase customer service satisfaction ratings. Ensure adequate staffing to accommodate call volumes, and establish customer service goals, evaluate metrics, and determine ways to improve efficiency. Collaborate with other department managers to quickly resolve customer service complaints both internal and external.
Responsibilities
Oversee daily operations of the Patient Accounts Customer Service department
Strive to improve processes that lead to optimal customer satisfaction
Recruit, interview and hire new customer service representatives.
Train employees to on how to respond to customers with changing interests
Implement a customer feedback mechanism that will help in training new employees
Conduct performance reviews, providing constructive feedback, and organizing team-building activities to foster a positive work environment.
Monitor staff interactions with customers and provide feedback to team members, and implement quality improvement initiatives
Evaluate key performance indicators to identify progress and training needs
Report key customer service metrics to leadership
Perform other duties and responsibilities as assigned
Knowledge, Skills & Abilities
Strong Leadership abilities for effectively managing a customer service team.
Excellent communication and customers service skills
Ability to identify and solve problems
Ability to remain calm is stressful situations
Ability to resolve conflicts and build professional relationships
Analytical thinking skills that will help bolster customer service satisfaction ratings
Ability to multitask, adapt, and meet deadlines
Ability to inspire a team to meet the needs of customers and achieve productivity goals
Ability to interpret customer service metrics and facilitate discussions and presentations
Proficient in Microsoft Word and Excel
Must demonstrate the ability to formulate professional letters and spreadsheets
Education
• Bachelor's Degree (Required) BA in Business, Healthcare Admin, or field related to customer service/client management AND 3-5 years experience preferably in a healthcare call center.
Credentials
Work Schedule: Days
Status: Full Time Regular 1.0
Location: General Hospital
Location of Job: US:WV:Charleston
Talent Acquisition Specialist: Tamara B. Young tammy.young@vandaliahealth.org
