Customer Experience Manager

Kelly Professional & Industrial • Full-time • Remote (Greater Orlando, US) • 5d ago

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

We are searching for the best talent for a remote Operations Supervisor located in Pittsburgh, PA.

Purpose:

The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports. You will play a critical role in enhancing the efficiency and effectiveness of our healthcare operations, ensuring we meet the needs of our patients while maintaining the highest standards of quality and compliance.

Responsibilities:

Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.
Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training leadership for upskilling.
Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
Work closely with key business partners to achieve program goals, develop SOPs and ensure compliance.
Manage staff scheduling and maintain data quality standards based on program metrics. Implement and enhance operational processes for accuracy and efficiency.
Collaborate with leadership to create program SOP’s, WI’s and job aids and ensure implementation as required.
Review and update call guides for assigned programs as required.
Partner with leadership to create and implement quality assurance measures ensuring adherence to processes, procedures, and patient confidentiality.
Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics, deliver regular reports and updates to management and stakeholders,
Recommend workflow, system, and process improvements to enhance efficiency, productivity, and overall program performance.
Work with cross-functional teams to implement new strategies and best practices.
Up to 10% travel may be required.
Other duties as assigned.

Required Qualifications:

Bachelor’s Degree in Healthcare Administration, Business Management or related field.
Minimum of 4 years working experience with 3 years experience in a supervisory role in a call center environment, ideally within the healthcare industry.
Strong understanding of call center operations, KPIs, and healthcare regulations.
Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
Proficient with using call center software, CRM tools, and Microsoft Office Suite.

Preferred Qualifications:

Ability to exercise independent judgment.
Ability to manage deliverables in a fast-paced environment.

Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities

Fresh Jobs. Straight To Your Inbox

Apply To Similar Roles

General Manager

GSM - Green SM • Full-time • California, United States, US • 15h ago

Role: General Manager - the US GSM (Green SM) - Vingroup-backed EV Mobility Platform Reports to: Cluster lead / senior global leadership Team: Builds and leads the full country team across commercial, operations, partner...

15h ago

Apply

US-Senior Manager

Apple • Full-time • Nevada, United States, US • 2d ago

Summary Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. We believe inclusion is a shared responsibility and we work...

2d ago

Apply

US-Senior Manager

Apple • Full-time • California, United States, US • 2d ago

2d ago

Apply

Customer Success Manager

Taazaa Inc • Full-time • Ohio, United States, US • 1w ago

About Taazaa Taazaa is an Inc. 5000 custom software development company. We partner with mid-market and enterprise clients to design, build, and evolve software products that solve real business problems. Our teams span...

1w ago

Apply

Retail Operations Manager

Coastal Cowgirls Collective • Full-time • Greater Tampa Bay Area, US • 1w ago

Company: Coastal Cowgirls Collective Location: Hyde Park Village | Tampa, FL Position Type: Full-Time, Hourly Schedule: In-Person Reports to: Ownership team Coastal Cowgirls Collective is a fast-growing custom hat bar an...

1w ago

Apply

Program Manager / Senior Project Manager

Kelly • Contract • Greater Tampa Bay Area, US • 1w ago

We are seeking an experienced Program Manager to lead and oversee strategic cross-functional initiatives across Finance, Technology, and Business teams. The ideal candidate will be responsible for driving program executi...

1w ago

Apply

Regional Operations Manager

Foundation Partners Group • Full-time • Oregon, United States, US • 2w ago

We are seeking a dynamic Regional Leader to manage multiple funeral home locations within our Oregon Region . This individual will provide leadership and strategic direction across all locations, fostering a collaborativ...

2w ago

Apply

Senior Manager, Customer Service

Bench • Full-time • Maryland, United States, US • 2w ago

Senior Manager, Consumer Affairs Location : Hybrid – Hunt Valley, Maryland About the Role: We are seeking an experienced and consumer-focused Senior Manager, North America Consumer Affairs to lead and oversee consumer en...

2w ago

Apply

Data Scientist (Python & SQL) - Freelance AI Trainer

Mindrift • Part-time • Remote (Florida, United States, US) • 1m ago

Please submit your CV in English and indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving...

1m ago

Apply

AI Trainer - Freelance Data Annotator

Toloka Annotators • Part-time • Remote (Michigan, United States, US) • 1m ago

Please submit your resume in English and indicate your level of English. At Toloka, we connect smart, curious people from around the world with freelance online tasks that train and improve artificial intelligence. What...

1m ago

Apply