Customer Care Representative Manager

SilkRoad; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401k program

Life insurance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Communication

Healthcare operations knowledge

Project prioritization

Cross-functional collaboration

Education

Bachelor’s degree in Business/Healthcare Administration

Tools

CRM systems

Order management software

Intake systems

Job description

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

JOB PURPOSE

The Customer Care Representative Manager leads the Customer Care function at the division level, ensuring efficient, compliant, and customer-centered order processing operations. This role is responsible for driving service excellence, operational performance, and continuous improvement while supporting revenue cycle outcomes and cross-functional collaboration. The Manager develops and leads a high-performing team, ensuring timely, accurate, and compliant order processing, while enhancing the overall customer experience for internal and external stakeholders.

KEY RESPONSIBILITIES:

• 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.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Bachelor’s degree in Business, Healthcare Administration, or a 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.

PREFERRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Experience within Durable Medical Equipment (DME), urology, or healthcare distribution settings.
• Familiarity with CRM, order management, or intake systems used in healthcare or service operations.
• Knowledge of healthcare revenue cycle processes, including intake, insurance verification, authorization, and order fulfillment.
• Strong organizational skills and attention to detail in managing high-volume workflows.
• Ability to support team engagement and foster a positive, inclusive work environment.
• Experience working in cross-functional environments supporting operations, sales, and clinical teams.
• Basic understanding of financial reporting and business metrics.

PHYSICAL WORK REQUIREMENTS:

• Frequent use of hands, wrists, and fingers associated with computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to communicate effectively.
• Ability to work overtime as needed.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.