Customer Care Manager: Order Excellence & Team Leadership

SilkRoad

United States

Teletrabalho

USD 90 000 - 120 000

Tempo integral

Há 13 dias

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Vantagens oferecidas por esta oferta de emprego

Medical, dental & vision insurance

401k program

Life insurance

Resumo da oferta

Numotion is seeking a Customer Care Representative Manager to lead the division's order processing and customer support functions. You will develop a high-performing team, ensure timely, accurate service, and drive proactive resolutions for complex issues.

The role emphasizes cross-functional collaboration, adherence to healthcare regulations, and continuous improvement of processes to enhance customer experience and reimbursements. A strong leader with 5+ years in healthcare operations is ideal.

Qualificações

Bachelor’s degree in Business, Healthcare Administration, or related field, or equivalent combination of education and experience.
Minimum of 5 years of experience in customer service, order processing, or healthcare operations, preferably within DME, medical device, or urology-related environments.
Minimum of 2 years of leadership or supervisory experience.
Working knowledge of payer requirements, prior authorization processes, and healthcare documentation standards.
Strong interpersonal and communication skills, with the ability to collaborate effectively across departments and levels of the organization.
Demonstrated ability to prioritize work, manage competing demands, and adapt in a fast-paced environment.

Responsabilidades

Lead, coach, and develop a high-performing team of Customer Care Representatives I & II (CCRs), including hiring, onboarding, performance management, and talent development.
Oversee daily operations of order processing and customer support functions to ensure timely, accurate, and efficient service delivery.
Manage staffing capacity and workload distribution to meet service demands, productivity targets, and operational goals.
Serve as the primary escalation point for complex order issues and customer concerns, ensuring timely and effective resolution.
Drive delivery of a consistent, high-quality customer experience by promoting proactive communication, strong internal partnerships, and relationship management with customers and referral sources.
Establish, monitor, and drive performance against key operational metrics (e.g., order accuracy, cycle time, customer satisfaction, escalation resolution, and productivity), providing regular insights to leadership.
Identify and lead process improvements to enhance workflow efficiency, reduce delays and rework, and improve overall service quality using available systems and data.
Ensure compliance with all applicable healthcare regulations, payer requirements, and documentation standards, while partnering with revenue cycle and funding teams to support order accuracy and reimbursement outcomes.
Utilize Numotion Leadership Principles to perform job with integri ty, compliance, and values consistent with Numotion’s mission.
Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.