Senior Customer Service Manager

Company Description

All Care Therapies company is at the forefront of utilizing cutting-edge technology to deliver in-home speech, occupational, and physical therapy services for a diverse clientele, spanning children to adults with various disorders and conditions. As a leading provider of virtual in-home therapy, we excel in addressing the unique needs of each client within the familiar comfort of their environment.

Job Description

You will be responsible for a call center team from our  California HQ in this role. This position will support US-based and international agents in communicating with clients and/or caregivers; converting referrals into confirmed sessions; scheduling and maintaining medical records following Federal, State, and County guidelines, as well as following our established policies and procedures. 

• Lead and manage teams in coordinating services for clients in a timely manner

• Develop and implement call center operational strategies to meet or exceed performance targets, including service levels, response times, and quality metrics.

• Monitor call center metrics and performance indicators, analyze data to identify areas for improvement, and take corrective actions as needed.

• Develop and implement efficient call routing and escalation procedures.

• Maintain a good working rapport with interdepartmental personnel, as well as other departments within the organization

• Maintain the confidentiality of all patient care information to ensure rights are protected

• Generate regular reports on call center performance, including key metrics, trends, and areas needing improvement.

• Use data-driven insights to make informed decisions and recommendations for operational enhancements.

• Identify process improvements and continuous improvement

• Make welcome calls to patients/family to confirm information is correct

• Upload completed referrals into the EMR record

• Enter new patient data in the All Care Therapies portal record 

• Responsible for growing the intake team in the US and overseas

• On-call duties as needed, on weekends, and after-hours

Qualifications

• Preference will be given to candidates located in Southern California or willing to relocate

• Prior management experience in a contact center environment with 50-100 agents

• A minimum of three to five years of experience in call center and health care services in a leadership is preferred

• Experience managing BPO vendors

• Knowledge of medical terminology, telehealth services, and G-Suite products preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.

All Care Therapies is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.