Care Operations Manager: After-Hours Support

The Lead Tree - Clark Outsourcing; Angeles; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health benefits

Pool access

Travel opportunities

Paid holidays & PTO

Scholarship programs

Growth programs

Job summary

Clark Outsourcing is seeking a Customer Care Manager to oversee service shifts and coordinate with field staff. This on-site role in Clark Pampanga requires contact via email, phone, and texts, with after-hours on-call one week per month.

You will manage client relations, schedule home consultations, and ensure 24/7 service coverage while minimizing overtime. Proficiency in MS Office and a college diploma are required; two years in healthcare customer service preferred.

Qualifications

• Minimum 2 years’ experience in healthcare customer service.
• Knowledge of HIPAA and healthcare office regulations.
• Excellent organization, planning, and project management skills.
• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint).

Responsibilities

• Manage client and customer care procedures, serving as a key point of contact for client relations and service inquiries
• Handle incoming calls, including participation in an on-call rotation for after-hours support
• Process new client referrals, schedule home consultations, and convert prospective client inquiries into appointments
• Coordinate with the Director of Nursing (DON), field staff, and caregivers to ensure care plans are properly communicated and followed
• Conduct regular client and caregiver follow-ups (24 hours, 7 days, 30 days, and ongoing) to ensure satisfaction and quality care
• Schedule and manage staff coverage to meet client care needs while minimizing overtime and maintaining 24/7 service availability
• Maintain accurate client records, schedules, and documentation within company systems and databases
• Track and address client feedback regarding caregiver performance and quality of care
• Utilize internal systems and technology tools to support scheduling, reporting, and operational processes
• Support competency assessments and staff coordination under the supervision of the Director of Nursing
• Ensure compliance with company procedures, service standards, and data security requirements
• Demonstrate leadership, accountability, and proactive problem-solving to support team performance and client satisfaction

Skills

Customer service

Education

College Diploma

Bachelor's degree preferred

Tools

MS Office

Job description

Clark Outsourcing is seeking a Customer Care Manager to oversee service shifts and coordinate with field staff. This on-site role in Clark Pampanga requires contact via email, phone, and texts, with after-hours on-call one week per month.

You will manage client relations, schedule home consultations, and ensure 24/7 service coverage while minimizing overtime. Proficiency in MS Office and a college diploma are required; two years in healthcare customer service preferred.