Patient Care Operations Lead

Super Care, LLC; United States; On-site; USD 60,000 - 124,000; Full time

Job summary

SuperCare Health is seeking a Customer Care Manager in the United States to lead the Customer Care Division, overseeing Supervisors and their teams. The role emphasizes staff development, performance management, and ensuring service quality to support chronic care patients.

Responsibilities include ensuring staffing, adherence to policies, driving productivity and satisfaction, and maintaining SLA-driven operations while coordinating with the Director of Patient Services.

Qualifications

• Business Acumen.
• Leadership with a minimum of 2+ years Supervisory
• Customer/Client Focus.
• Problem Solving/Analysis.
• Process Management.
• Teamwork Orientation.
• Technical Capacity.

Responsibilities

• Oversee designated Supervisors and their teams within the Customer Care Division.
• Manage staffing, performance, and hiring for the teams.
• Ensure adherence to hours, conduct, salary rates, documentation, and disciplinary actions when justified.
• Conduct regular one-on-one meetings with Supervisors to identify opportunities and drive improvement.
• Meet productivity and satisfaction goals set by leadership; participate in staff and departmental communications.
• Run reports on tickets, on-call orders, and SLA compliance; ensure timely resolution of issues.
• Address unbilled revenue and ensure timely completion of Open Work Orders.
• Coordinate with Director of Patient Services through weekly and bi-weekly meetings.
• Complete annual performance evaluations for Customer Care Supervisors with ongoing feedback.
• Understand and enforce relevant laws, codes, and regulations affecting services and equipment.

Skills

Business Acumen

Leadership

Customer/Client Focus

Problem Solving/Analysis

Process Management

Teamwork Orientation

Technical Capacity

Education

Graduate of an accredited school

Job description

SuperCare Health is seeking a Customer Care Manager in the United States to lead the Customer Care Division, overseeing Supervisors and their teams. The role emphasizes staff development, performance management, and ensuring service quality to support chronic care patients.

Responsibilities include ensuring staffing, adherence to policies, driving productivity and satisfaction, and maintaining SLA-driven operations while coordinating with the Director of Patient Services.