What are the responsibilities and job description for the Customer Service Manager position at Energy4LifeCenters?
Customer Service Manager – Energy4life Centers
About Energy4Life:
Energy4Life Centers is a luxury wellness destination in Park City, Utah, focused on advanced longevity science, holistic healing, and groundbreaking protocols for brain and neurodegenerative health. Our mission is to support optimal living through personalized, regenerative therapies delivered with white-glove care in a serene, state-of-the-art setting.
Position Overview:
The Customer Service Manager is a pivotal front-line leader responsible for delivering exceptional patient support across all communication platforms. This role owns the implementation and ongoing management of our new Zendesk customer contact platform, ensuring a streamlined and responsive experience for patients. The ideal candidate is organized, patient-focused, tech-savvy, and driven to continuously improve the quality of service. This is our Center’s first point of contact, so it’s critical that this person sets the tone of a patient's experience through friendly, timely and thorough communications. This is a very rewarding role as it will bring transparency in our patient’s experience.
Position Type -Full time - in office M-F 8:30-5pm start the first 6 months with potential to move to Hybrid as the role is learned and metrics are consistently reached, while proving this position can be done effectively while working remotely. This is a proof of concept meaning that success and performance first needs to be proven in office, especially as this person learns all functions across front and back office with the goal of solving as many tickets as possible on initial calls or emails. As success and performance grows, we can start testing and working into the Hybrid role
Key Responsibilities:
Zendesk Platform Ownership
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Lead the implementation, configuration, and management of the Zendesk platform that enables our newly implemented ticketing system
- Oversee and resolve all tickets generated through email and phone channels within Zendesk. Eventually this position will implement task management within the center.
- Continuously improve workflows, response protocols, and support documentation in Zendesk to enhance patient experience.
Patient Communication & Support
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Monitor and respond to all help tickets submitted through the patient portal, email & phones.
- Answer and return phone calls, ensuring timely follow-up.
- Check and respond to all voicemails consistently.
- Manage and maintain support@ and info@ and vmail inboxes.
- Handle all text and email communication through the patient portal with professionalism and warmth.
Scheduling Support
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Perform basic (single appointment) patient scheduling tasks when possible and on phone calls, including booking, rescheduling, and cancellations. - Handle basic payments in EMR (Cerbo)
- Escalate complex scheduling needs to the Front Desk Manager as appropriate.
Operational Support & Backup Duties
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Serve as a backup to the Patient Ambassador and Front Desk team when needed. - Help manage incoming medical records, ensuring they are uploaded accurately and promptly to patient files.
- Create and send tasks to staff when they cannot be resolved on calls. These tickets can be solved by those sent tasks, but this manager position will be closing out tickets to ensure tasks were completed
Feedback & Engagement
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Actively encourage and support patient feedback initiatives, including Google and Yelp reviews, as well as patient surveys.
- Track feedback trends to identify areas for improvement.
Cross-functional Coordination
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Temporarily manages Brain Regen calls or email inquiries - Assign Detect Kit tickets to Concierge and help triage any special requests from patients or team members.
Qualifications:
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3 years of experience in a customer service or patient-facing support role, preferably in a medical or wellness setting with some experience managing or working in a ticketing system.
- Proactively brings problem solving skills to this new position and to our patients to reduce issue resolution time
- Previous experience in front desk, customer service, or medical office administration preferred, including experience using or implementing customer service platforms (Zendesk experience highly preferred).
- Strong technology skills and interested in bringing current phone and email into new technology for a one stop shop patient contact system (Zen Desk)
- Strong communication and interpersonal skills.
- Ability to multitask and manage a busy front office efficiently.
- Relentless in getting tasks done in a timely manner
- Proficiency in handling payments, scheduling, and email correspondence.
- Comfortable working with Cerbo or similar scheduling and medical software.
- Detail-oriented with strong organizational skills.
- Ability to maintain a professional and welcoming demeanor at all times.
- Knowledge of HIPAA compliance and patient confidentiality standards.
- Previous support or admin experience in integrative or concierge healthcare settings.
Why Join Energy4life Centers?
This is a great opportunity to be part of a wellness-focused team dedicated to providing exceptional patient care. If you thrive in a fast-paced environment, enjoy helping others, and have a passion for organization, we encourage you to apply!
Energy4Life Centers
1755 Prospector Ave Suite 100, Park City, UT 84060
435-962-6363
info@energy4lifecenters.com
https://energy4lifecenters.com/
435-962-6363
info@energy4lifecenters.com
https://energy4lifecenters.com/
