Hybrid Customer Care Manager

Posted last month

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About the role

  • Management and supervision of staff to ensure they are meeting the goals of the department and organization
  • Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications
  • Preparation, submission, and maintenance of customer service level reporting
  • Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
  • Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
  • Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
  • Management and oversight of internal customer service policies and procedures
  • Oversee team activities including research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues; user setup and training; ongoing customer support; timely submission of control totals; weekly review of open customer service cases
  • Virtual Card Reconciliation oversight (auto matching, manual matching) and monthly review of Virtual Card Reconciliation Reports and open items
  • Participation in routine testing and production migrations for supported applications
  • Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities, including reporting
  • Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
  • Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
  • Maintain positive provider and supplier relationships
  • Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result

Requirements

  • BA or BS with an emphasis in Accounting or Finance
  • Minimum 2 years’ experience in a financial environment (healthcare preferred)
  • Minimum 2 years’ experience in a team-oriented supervisor/manager role focusing on project management, customer success, training, and/or customer service
  • Proven ability to lead and mentor teams, with strong facilitation and collaboration skills
  • Strong Initiative
  • Excellent time management skills
  • Strong interpersonal skills
  • Critical thinking skills
  • Effective oral / written communication
  • Working understanding of office applications (e.g. MS Office / Excel/Access)

Benefits

  • health, vision, and dental insurance
  • accident and life insurance
  • 401k matching
  • paid-time off
  • education reimbursement
  • bonus

Job title

Customer Care Manager

Job type

Experience level

JuniorMid level

Salary

$87,400 - $116,500 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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