Manager, Customer Service Operations

AMC Health offers a suite of Virtual Care and Remote Patient Monitoring solutions that deliver high-quality, low-cost, patient-centered clinical care and interventions at a distance.

The AMC Health Virtual Care and Remote Patient Monitoring suite of solutions leverages a superior analytics platform and a simple user interface which integrates easily into clinical workflows. Our solutions provide frictionless consumer and patient experiences as healthcare providers seek to sustain and scale virtual care services beyond the COVID-19 pandemic to address social determinants of health and enable greater access to care and chronic condition management.

Our end-to-end Virtual Care includes Telehealth and Remote Patient Monitoring (RPM) solutions. We build actionable, real-time communication bridges between patients and their care teams to provide access to care for everyone living with chronic conditions and to enable and empower them to live healthier, more independent lives in the comfort of their own homes.

We offer remote patient monitoring (RPM) with enhanced care coordination and telecare management (TCM) solutions for patients with chronic conditions, high-risk pregnancies, and complex diseases including cancer and behavioral health.

The manager of Customer Service Operations is responsible for overseeing the daily operations of a remote customer service team in a healthcare-focused environment. This role ensures exceptional patient engagement, adherence to KPIs, and operational efficiency. The Manager will collaborate closely with leadership, contribute to hiring and training initiatives, and manage team performance to deliver high-quality support.

Key Responsibilities

Team Leadership and Development:
? Manage and lead a fully remote team of Customer Service Specialists and Team Leads.
? Provide coaching, mentorship, and regular performance feedback to drive engagement and professional growth.
? Assist in recruitment and onboarding of new team members in collaboration with HR, Training Department and leadership.

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.
? 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.

Disclaimer:

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

AMC Health is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.

Job Type: Full-time

Pay $65,000 - $75,000

Benefits:
? 401(k)
? Dental insurance
? Health insurance
? Life insurance
? Paid time off
? Vision insurance

Work Location: Remote

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