Sr. Manager Patient & Provider Services

The Sr. Manager of Patient and Provider services is responsible for the customer service process and personnel with regards to productivity, process improvements, and ensuring an overall positive experience for the end-user. They will work with account management and assist with customer on-boarding and communication for new and existing programs.

• Performance Management
  • Maintains and improves operations by monitoring performance, identifying, and resolving issues, creating, and executing action plans to achieve business metrics.
  • Generates insights through advanced analytics and data to identify opportunities to support the ongoing business initiatives.
  • Utilizes dashboards to evaluate daily, weekly, and quarterly metrics to identify improvement opportunities.
• Operational Management
  • Identifies, designs, and implements operational process solutions to improve effectiveness and efficiency of the customer service team.
  • Responsible for assisting with the optimization of existing platforms in conjunction with building future enhancements.
  • Proactively manages resources for short and long-term business needs across the patient and provider portfolio of services.
  • Responsible for overall training strategy and execution to ensure high quality standards are being achieved for end-user interactions.
• Customer Support
  • Engage with customers for new program launches.
  • Works closely with account management to report on customer program metrics.
  • Deliver the highest level of customer services on a daily basis.

• Bachelor’s degree in Business, Marketing, Communications or other applicable field or
  equivalent work experience.

• Minimum of 5 years of previous experience with Customer service case management platforms and metrics.
• Experience with process development and training, including change management.

• Analytical aptitude & proven problem-solving skills
• Strong leadership abilities and staff coaching
• Excellent listening, interpersonal, written, and oral communication skills
• Proficiency with Microsoft Office applications
• Ability to work autonomously as well as with cross-functional teams
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure