Customer Experience Manager

Company Description

WHO IS GUIDEHEALTH? 

Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides™ and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients. 

Job Description

Customer Experience Strategy

• Implement CX strategies utilizing AI technologies to support and achieve customer experience goals.
• Track, analyze, and report customer feedback to identify improvement opportunities.
• Build and maintain strong relationships with customers and clients.
• Empower Customer Advocates to provide timely, effective issue resolution.
• Monitor KPIs and CX metrics using Excel and analytical tools to evaluate performance and impact.
• Champion and embed a customer-first culture within Guidehealth.
• Manage performance, development, and growth of team members aligned with Guidehealth’s THRIVE program and ALIVE values.

Leadership and Supervision

• Conduct regular performance check-ins and 30/30s with Customer Guides, providing coaching and meaningful feedback using Guidehealth Performance and Recognition software.
• Foster a culture of accountability, transparency, collaboration, and continuous learning.
• Manage escalations and complex customer issues efficiently and in alignment with Guidehealth guidelines.
• Promote employee engagement, recognition, and a growth mindset weekly through structured reward and recognition initiatives.
• Utilize expertise in talent acquisition to interview and hire Customer Guides using predictive performance tools.

Operational Management

• Oversee day-to-day operations of the Customer Experience team to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor call volume, wait times, resolution rates, CSAT, and related behavioral and performance metrics.
• Analyze performance data to identify trends, root causes, and improvement opportunities.
• Deliver fast, proactive performance feedback; maintain documentation and follow-up.
• Develop and implement strategies to optimize efficiency, service quality, and customer satisfaction.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Assist with scheduling and workforce management to maintain appropriate coverage.
• Monitor real-time call queues and Customer Advocate availability.
• Complete administrative tasks including timekeeping and reporting.

Quality Assurance and Improvement

• Implement quality standards and best practices for all customer interactions.
• Identify training needs and partner with the Training Manager to develop and deliver relevant training programs.
• Continuously identify opportunities to improve processes, systems, and tools to enhance the customer experience.

Reporting and Communication

• Prepare and deliver performance reports to the Senior Manager using Excel and tracking software.
• Communicate and collaborate cross-functionally with departments such as Claims, UM, IT, CBMs, BD, and VBC to support customer needs and resolve issues.
• Proactively communicate updates, changes, and critical information.
• Ensure ongoing improvement in Guide–customer interactions, promoting clarity, empathy, and engagement.

Budget Management

• Assist in managing the Customer Experience department budget.
• Monitor expenses and identify opportunities for cost savings.

Qualifications

Qualifications

WHAT YOU’LL NEED TO HAVE FOR SUCCESS 

• A bachelor's degree in business, healthcare administration, communications, or a related field is preferred. 
• Minimum of 5+ years of experience in customer service, with at least 2+ years in a supervisory or management role.   
• Proven experience managing and developing teams, preferably in a call center or high-volume customer service environment. 
• Strong understanding of customer service principles, best practices, and metrics. 
• Exceptional communication skills (written and verbal) with full command of English language use and competence. 
• Excellent communication, interpersonal, and leadership skills. 
• Ability to analyze d