Customer Service Manager (Healthcare Operations)

Socket.dev; Meridian (ID); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision benefits

Paid time off

Career advancement opportunities

Team-oriented culture

Meaningful impact on patients' lives

Job summary

ProCare Medical Equipment in Meridian, ID seeks a Customer Service Manager to lead a high-performing CSR team and optimize processes to elevate the customer experience. You will coordinate daily operations and cross-functional collaboration with operations, sales, and billing to deliver consistent service.

The role requires 3+ years of leadership in healthcare or related fields, strong problem-solving and communication skills, and a focus on continuous improvement.

Qualifications

• 3+ years of leadership experience in customer service, healthcare, medical equipment, healthcare administration, or related field.
• Proven ability to manage and develop teams.
• Strong problem-solving and conflict-resolution skills.
• Exceptional written and verbal communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Experience using Microsoft Office and business software systems.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Conduct daily huddles, one-on-one coaching, and performance reviews.
• Build a culture of accountability, teamwork, and customer excellence.
• Identify and develop future leaders within the department.
• Ensure customers receive prompt, professional, and compassionate service.
• Handle escalated customer concerns and resolve complex issues.
• Monitor customer satisfaction and implement improvement initiatives.
• Strengthen relationships with key healthcare partners and customers.
• Oversee order intake, documentation, scheduling, and communication workflows.
• Collaborate with warehouse, delivery, billing, and sales teams to ensure seamless service.
• Audit orders and processes for accuracy and compliance.
• Analyze trends and implement solutions that improve efficiency and reduce errors.
• Track KPIs including customer satisfaction, response times, order accuracy, escalation rates, and team productivity.
• Provide actionable recommendations to leadership based on performance data.

Skills

Leadership

Coaching

Problem-solving

Conflict resolution

Communication skills

Microsoft Office

Tools

CRM systems

ERP systems

Order management

Job description

Customer Service Manager

ProCare Medical Equipment | Meridian, ID

Lead a Team That Makes a Difference Every Day

At ProCare Medical Equipment, we're more than a healthcare company. We help patients receive the equipment and services they need to remain safe, comfortable, and independent. We're looking for an experienced Customer Service Manager who can lead a high-performing team, improve operational processes, and create an exceptional customer experience.

If you're a natural leader who thrives on coaching people, solving problems, and building efficient systems, we'd love to meet you.

What You'll Do

As Customer Service Manager, you'll oversee the daily operations of our Customer Service Representative (CSR) team and serve as a critical connection between customers, operations, sales, billing, and leadership.

Leadership & Team Development

• Lead, coach, and develop a team of Customer Service Representatives.
• Conduct daily huddles, one-on-one coaching, and performance reviews.
• Build a culture of accountability, teamwork, and customer excellence.
• Identify and develop future leaders within the department.

Customer Experience

• Ensure customers receive prompt, professional, and compassionate service.
• Handle escalated customer concerns and resolve complex issues.
• Monitor customer satisfaction and implement improvement initiatives.
• Strengthen relationships with key healthcare partners and customers.

Operations & Process Improvement

• Oversee order intake, documentation, scheduling, and communication workflows.
• Collaborate with warehouse, delivery, billing, and sales teams to ensure seamless service.
• Audit orders and processes for accuracy and compliance.
• Analyze trends and implement solutions that improve efficiency and reduce errors.

Reporting & Accountability

• Track key performance indicators including:
  • Customer satisfaction
  • Response times
  • Order accuracy
  • Escalation rates
  • Team productivity
• Provide actionable recommendations to leadership based on performance data.

What We're Looking For

Required Qualifications

• 3+ years of leadership experience in customer service, healthcare, medical equipment, healthcare administration, or a related field.
• Proven ability to manage and develop teams.
• Strong problem-solving and conflict-resolution skills.
• Exceptional written and verbal communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Experience using Microsoft Office and business software systems.

Preferred Qualifications

• Experience in Durable Medical Equipment (DME), healthcare, hospice, skilled nursing, home health, or healthcare operations.
• Experience with CRM, ERP, or order-management systems.
• Process improvement and operational leadership experience.

Success in This Role

You'll thrive in this position if you:

• Enjoy coaching and developing employees.
• Hold yourself and your team accountable.
• Are highly organized and detail-oriented.
• Look for root causes, not quick fixes.
• Balance customer satisfaction with operational excellence.
• Can confidently lead change and improve processes.

Why Join ProCare?

• Competitive pay
• Medical, dental, and vision benefits
• Paid time off
• Career advancement opportunities
• Team-oriented culture
• Opportunity to make a meaningful impact on patients' lives every day

ProCare Medical Equipment is an Equal Opportunity Employer.