Job Description
Our client, a growing healthcare services company located in Norcross, is looking for an experienced Customer Experience Manager to join their growing team. If you are a seasoned call center or phone service team manager with natural energy and positivity and you are looking for a rewarding and impactful opportunity to use your skills in a company that is passionate about health and wellness, this could be a great fit for you!
This position will be worked fully onsite at the client's office in the Norcross area.
As the Customer Experience Manager for this young, growing company, you will oversee a team of 10 support specialists and will play an integral role in creating and training the desired team culture, establishing new service standards and protocols, and creating a patient experience that delivers excellence by providing post-provider visit connection and follow-up, easy access to information, and proactive communication.
This is a great opportunity for you to leave behind the long work hours (including evenings and weekends) that come with some phone support center management jobs, and bring back some work/life balance! This client's work hours are 8 am-5 pm, Monday through Friday.
Our client's CEO and COO both said they love to come to work every day. They have a lot of fun, they bounce ideas off each other, and they laugh a lot. They also said they extend a lot of grace to people who work hard and who want to be there. So it is a safe environment to learn the healthcare industry and develop. There also will be lots of opportunities for career growth and advancement as this company and the wellness industry continue to grow.
Job Responsibilities Include:
- Leading a team of pharmacy and customer service professionals to deliver a new kind of patient experience.
- Patient-Centric Service: Lead efforts to enhance the patient’s experience, ensuring that every interaction is met with empathy, efficiency, and exceptional service.
- Service Standards: Develop, implement, and maintain service standards and protocols that align with the values of white-glove service, tailored to the healthcare setting.
- Team Leadership: Manage and mentor a team of patient success associates, ensuring that they are trained and motivated to deliver outstanding service at every touchpoint.
- Feedback Management: Oversee patient feedback processes, including surveys, complaints, and compliments. Analyze trends and work proactively to address areas for improvement.
- Collaboration: Work closely with clinical and administrative teams to ensure that patient experience is seamlessly integrated into all aspects of care.
- Problem Resolution: Act as a key point of contact for resolving patient issues, ensuring that all concerns are addressed promptly and to the satisfaction of the patient.
- Continuous Improvement: Drive initiatives to continuously improve efficiency, information flow, and the patient experience, allowing us to stay ahead of industry trends while incorporating best practices from top-tier customer service organizations.
- Reporting and Analytics: Utilize data to monitor patient satisfaction and service quality. Prepare reports for senior management, providing insights and recommendations for improvement.
Candidate Qualifications Required:
- Education: Bachelor’s degree
- Experience: A minimum of 5 years of experience in a phone customer service leadership role
- Exceptional interpersonal and communication skills
- Strong leadership and team management abilities
- Excellent problem-solving skills with a patient-first mentality
- Proficient in using patient feedback tools and reporting software
- Able to work collaboratively across departments to achieve common goals
- Empathetic and patient-focused
- Detail-oriented with a commitment to excellence
- Adaptable and able to thrive in a fast-paced environment
- Passionate about improving the patient experience in healthcare
Compensation: a base salary of $105,000 plus the opportunity to earn a bonus. Our client is currently in the process of putting together a benefits offering but until that is rolled out in 2025, they will provide a stipend to be used to purchase health insurance.