Manager, Customer Operations

Sentara; Norfolk (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401k/403B with Employer Match

Tuition Assistance – $5,250/year

Job summary

Sentara Norfolk General Hospital in Norfolk, VA, is seeking a Full-time Manager of Customer Operations (Patient Experience) for a day shift from 8:00 a.m. to 4:30 p.m.

The role leads the customer service team, ensures timely responses, and drives patient satisfaction through streamlined policies and evidence-based workflows. The ideal candidate holds a Bachelor's degree with 5 years of related experience, including leadership in patient experience.

Qualifications

• Bachelor's Level Degree is required.
• 5 years related experience is required.
• Patient experience and leadership experience are preferred.
• Microsoft Office skills including Word, Excel, PowerPoint, Outlook, and Power BI are preferred.

Responsibilities

• Oversee day-to-day operations of the customer service team, ensuring timely and effective resolution of inquiries.
• Develop and implement customer service policies, procedures, and workflows to enhance efficiency and quality of service.
• Monitor and analyze customer feedback to identify trends and opportunities for improvement.
• Act as primary escalation point for complex customer issues with satisfactory resolutions.
• Drive patient satisfaction, retention, and growth through integrated services and streamlined processes.

Skills

Manager

Leadership

Patient Experience

Education

Bachelor's Level Degree

Tools

Word

Excel

PowerPoint

Outlook

Power BI

Microsoft Office

Job description

City/StateNorfolk, VAWork ShiftFirst (Days)Overview:Sentara Norfolk General Hospital is hiring a Full-time, day-shift Manager, Customer Operations (Patient Experience)Hours/Shift: Full-time, day shift, working from 8 a.m. to 4:30 p.m.The Customer Operations Manager oversees the delivery of exceptional customer service, streamline operational processes, and ensure compliance with industry regulations.Oversee the day-to-day operations of the customer service team, ensuring timely and effective resolution of customer inquiries. Develop and implement customer service policies, procedures, and workflows to enhance efficiency and quality of service. Monitor and analyze customer feedback, identifying trends and opportunities for improvement. Act as the primary escalation point for complex customer issues, ensuring satisfactory resolution. Responsible for member/patient satisfaction, retention, and growth by efficiently delivering competitive, consumer focused services through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.EducationBachelor's Level Degree (Required)Experience5 years Related experience (Required)Patient experience and Leadership experience (Preferred)Microsoft Office Savvy including Word, Excel, PowerPoint, Outlook, and Power BI (Preferred)Experience analyzing and identifying trends in data (Preferred)Comfortable Presenting to Large Groups (Preferred)Keywords: Manager, Leader, Patient Experience.Benefits: Caring For Your Family and Your Career• Medical, Dental, Vision plans• Adoption, Fertility and Surrogacy Reimbursement up to $10,000• Paid Time Off and Sick Leave• Paid Parental & Family Caregiver Leave• Emergency Backup Care• Long-Term, Short-Term Disability, and Critical Illness plans• Life Insurance• 401k/403B with Employer Match• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education• Student Debt Pay Down – $10,000•Pet Insurance•Legal Resources Plan•Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.Here at Sentara, we are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day!Sentara Norfolk General Hospital, located in Norfolk, VA, is a 525-bed tertiary care facility that is home to the only Level I Adult Trauma Center and burn trauma unit in Hampton Roads, and also serves as the primary teaching hospital for Eastern Virginia Medical School.In addition to the high-quality heart program at Sentara Heart Hospital, our facility is home to Nightingale Regional Air Ambulance and several other dedicated facilities and specialized services. As a recognized accredited Comprehensive Stroke Center, and Magnet hospital for nursing excellence, our hospital specializes in heart and vascular, neurosciences, neurosurgery, urology, oncology, spine care, advanced imaging, behavioral health, maternity, and women’s health, including a state-of-the-art neonatal intensive care unit.Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.In support of our mission “to improve health every day,” this is a tobacco-free environment.For positions that are available as remote work, Sentara Health employs associates in the following states:Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.