Customer Care Manager

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

Position Title: Customer Care Manager

Work Set Up: On-site

Schedule: 9:00 PM - 6:00 AM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The Customer Care Manager is responsible for obtaining and placing on schedule all service shifts ordered by the agency’s clients. The Customer Care Manager is responsible for contacting by email, phone calls, texts, and any other identified means of communication with our services field staff to place on schedule. Once hired in an exempt position, the candidate will accept one week per month agency after-hours on-call duty.

What You’ll Do:

• 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

What We’re Looking For:

• College Diploma required; Bachelors preferred
• Proficient in MS Office (Outlook, Word, Excel, and PowerPoint)
• Minimum of 2 years’ experience as a customer service provider within a healthcare office setting; knowledge of HIPAA and healthcare office regulations
• Excellent organization, planning, and project management skills
• Transportation to meet the needs of the position and scope of job responsibilities

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

• Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
• Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
• Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
• Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
• Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.
• Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!