At careerzynith, we're dedicated to delivering exceptional patient care and support through our innovative Virtual Care and Remote Patient Monitoring solutions. As a key member of our team, you'll play a vital role in shaping the future of healthcare by leading our remote customer service team and driving operational excellence.
**About careerzynith**
careerzynith is a leading provider of Virtual Care and Remote Patient Monitoring solutions, empowering healthcare providers to deliver high-quality, patient-centered care at a distance. Our cutting-edge analytics platform and user-friendly interface integrate seamlessly into clinical workflows, ensuring frictionless consumer and patient experiences. With a focus on sustainability and scalability, we're committed to addressing social determinants of health and expanding access to care for individuals with chronic conditions.
**Job Summary**
We're seeking an experienced Manager, Customer Service Operations to oversee the daily operations of our remote customer service team in a healthcare-focused environment. As a key leader, you'll ensure exceptional patient engagement, adherence to key performance indicators (KPIs), and operational efficiency. This role requires strong leadership, team development, and problem-solving skills, with a passion for delivering high-quality support in a fast-paced environment.
**Key Responsibilities**
* **Team Leadership and Development:**
+ Manage and lead a fully remote team of Customer Service Specialists and Team Leads, fostering a culture of engagement and professional growth.
+ Provide coaching, mentorship, and regular performance feedback to drive team performance and development.
+ Collaborate with HR, Training Department, and leadership to recruit and onboard new team members.
* **Operational Oversight:**
+ Monitor team performance metrics, including registration rates, response times, and cancellation trends, ensuring goals are met.
+ Develop and refine workflows and processes to optimize operational efficiency and ensure compliance with healthcare standards, company policies, and data privacy regulations.
* **Technology Utilization:**
+ Leverage tools like Genesys, or other call center phone systems, CRM platforms, and Microsoft Office Suite to manage operations and track team performance.
+ Provide input on technology enhancements to improve patient engagement and operational outcomes.
* **Process Improvement and Reporting:**
+ Analyze key performance indicators and generate regular reports for leadership.
+ Lead initiatives to streamline workflows and enhance the patient experience.
+ Communicate updates on policies, procedures, and process changes to the team.
* **Client and Escalation Support:**
+ Serve as a point of escalation for patient or client issues, ensuring prompt and effective resolution.
+ Build and maintain productive relationships with internal and external stakeholders.
* **Collaboration with Leadership:**
+ Work closely with the Director of Service Operations to align team strategies with organizational objectives.
+ Contribute insights to strategic planning and team improvement discussions.
**Competencies**
* Proven experience managing teams in a remote environment.
* Strong leadership and team development skills.
* Proficiency with call center phone systems, Genesys phone system experience a plus, CRM platforms, such as ZenDesk, and Microsoft Office Suite.
* Excellent communication, problem-solving, and decision-making abilities.
* Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
**Qualifications**
* Education: Bachelor's degree in Business Administration, Healthcare Management, or a related field, or equivalent work experience.
* Experience:
+ Minimum of 3 years managing customer service teams in a remote environment.
+ At least 3 years of experience in a healthcare-related customer service role.
* Skills:
+ Strong understanding of healthcare organization engagement and support workflows and patient engagement strategies.
+ Experience with telehealth, remote patient monitoring, or similar healthcare technologies is a plus.
**Work Environment**
* Fully remote position requiring a private dedicated home office setup.
* High-speed internet connection with the ability to connect via Ethernet.
**Benefits**
* Competitive salary range: $65,000 - $75,000
* 401(k) plan
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
**Why Join careerzynith?**
At careerzynith, we're passionate about delivering exceptional patient care and support. As a member of our team, you'll have the opportunity to:
* Make a significant impact in the healthcare industry
* Work with a talented and dedicated team
* Develop your leadership and team development skills
* Enjoy a competitive salary and benefits package
* Collaborate with leadership to drive strategic planning and team improvement
**How to Apply**
If you're a motivated and experienced leader with a passion for delivering exceptional patient care and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information].