Healthcare Member Services Leader

DOCS Management Services; Coos Bay (OR); Presencial; USD 64.000 - 95.000; Tempo integral

Resumo da vaga

DOCS Management Services in Coos Bay, OR is seeking a Healthcare Customer Service Manager to lead the daily operations of the Customer Service team. The role ensures timely, accurate and respectful service to members, with oversight of staff performance and ongoing process improvements.

Qualifications include a Bachelor's degree (healthcare admin or related field) and 3–5 years in customer service, plus 3 years in a supervisory role.

Qualificações

• Bachelor’s degree preferred; experience may substitute for education
• 3–5 years in customer service required
• 3 years in supervisory/lead role preferred
• Knowledge of call center operations and metrics required
• Ability to analyze data to drive improvements
• Experience in healthcare or health plan settings preferred
• Familiarity with health equity and accessibility concepts

Responsabilidades

• Lead daily operations of the Customer Service team to ensure timely, accurate service
• Monitor performance metrics such as wait times and abandoned calls
• Develop training and coaching programs for staff
• Create and update member communications across formats (bilingual, large print, etc.)
• Collaborate with other departments to address service needs
• Ensure compliance with policies and maintain data-driven improvements

Conhecimentos

Customer service leadership

Call center operations

Data analysis

Performance metrics

Staff coaching

Process improvement

Communication skills

Formação

Bachelor’s degree in healthcare administration, business, public health, or related field

Ferramentas

CRM systems

Workforce management software

Call center software

Descrição da vaga

DOCS Management Services in Coos Bay, OR is seeking a Healthcare Customer Service Manager to lead the daily operations of the Customer Service team. The role ensures timely, accurate and respectful service to members, with oversight of staff performance and ongoing process improvements.

Qualifications include a Bachelor's degree (healthcare admin or related field) and 3–5 years in customer service, plus 3 years in a supervisory role.