What are the responsibilities and job description for the Customer Service Manager position at Meduit | Driving Revenue Cycle Performance?
The EBO Customer Service Manager manages call center workflow at our facilities. Experience organizing work groups, coaching employees, monitoring progress, enforcing rules, and ensuring quality compliance is of the utmost importance. You must possess strong communication and leadership skills as well as the ability to resolve workplace issues effectively. The Call Center Manager will be excited about guiding, training, and supporting their team members and be highly motivated to help our company fulfill its larger mission. The Call Center Manager must be people-centered, supportive, and flexible to get the most of his/her team. You should also be a natural leader that is focused on inspiring employees to own their work and deliver better results.
Essential Duties and Accountabilities:
- Review Client Reports Daily/Weekly
- Verify if on pace to achieve goals set
- Maintain high QM Scores
- Review low scoring QM calls and follow up with Supervisor to ensure coaching sessions are complete
- Manage both supervisors, if applicable, and call center agents
- Daily touch base with your supervisors, if applicable
- Understand their action plans for the day
- Address employee concerns regarding performance or conduct
- Monitor the Cloud and watch for updating time, abandonment rates.
- Conduct as needed training and support of agents
- Other duties as assigned
Qualifications:
- Bachelor’s Degree or Associates Degree with 2 years of work experience or High School Diploma/GED with 5 years of work experience
- Three years or more experience in financial or health related field
- Experience in a manager or similar role for team over 10 Reps
- Excellent communication and leadership skills
- Understanding and experience on FACS a plus but not mandatory
- Great organizational skills and an eye for detail
- Ability to train employees when needed
Meduit is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, military status, genetic information, sexual orientation, marital status, domestic violence victim status or status as a protected veteran or any other federal, state or local protected class.