Customer Experience Assistant Manager

Description

The Customer Experience Assistant Manager plays a key role in the success of our call center operations, leading and coaching a remote team focused on the Patient Pay department. This role combines hands-on team management with strategic oversight, using advanced contact center tools to drive exceptional service, collections, and efficiency. The ideal candidate will have 2+ years of supervisory experience in a medical call center, particularly in the Durable Medical Equipment or Home Medical Equipment sector and must be proficient with NICE CXone tools including WFM, Sentiment, Quality Monitoring, CSAT, and Coaching dashboards.

Essential Functions

1. Call Monitoring & Quality Scoring (20%)

• Monitor and evaluate call interactions to ensure service excellence and compliance with company standards.
• Conduct quality reviews using NICE CXone tools; deliver timely and actionable feedback to agents.
• Identify trends and root causes to inform training and quality improvement efforts.

1. Coaching, Training & Performance Development (20%)

• Lead regular 1:1 coaching session using performance insights from NICE dashboard sand reporting.
• Develop and deliver training in collaboration with team leads; ensure ongoing skill development.
• Support culture of continuous feedback and improvement tied to KPIs and patient satisfaction.

1. Patient Responsibility & EMR Oversight (20%)

• Oversee patient responsibility workflows, ensuring timely and accurate EMR documentation
• Audit account notes, billing flags, and task management for data consistency and compliance.
• Partner with the Revenue Cycle team to identify and correct errors in billing communications.

1. Drive Agent Results – Quality, Collections & Productivity (20%)

• Set, monitor, and analyze KPIs including Calls per Hour, AHT, abandonment rate, productivity, Utilization, Sentiment and CSAT.
• Use NICE CXone data to identify coaching opportunities and proactively improve collections outcomes.
• Champion accountability while fostering a team-first, supportive culture.

1. Operational Support & Task Management (20%)

• Assist in daily scheduling, queue management, and team alignment using Workforce Management tools (WFM).
• Maintain accurate performance documentation, reports, and department metrics.
• Represent the department in cross-functional meetings and strategic initiatives.

1. Other Duties

• Perform additional responsibilities as assigned by management, including project support and initiative rollouts.

Required Qualifications

• High School Diploma or GED
• Minimum 2 years in a supervisory or lead role within a medical call center, preferably HME/DME
• Strong knowledge of NICE CXone platform: WFM, CSAT, Quality Monitoring, Sentiment Analysis, Coaching
• Experience with Brightree EMR or similar systems
• Outstanding communication and conflict resolution skills
• Proven track record of meeting/exceeding team performance KPIs

Preferred Qualifications

• Associate’s or bachelor’s degree in business, Healthcare, or related field
• Bilingual (English/Spanish) a plus
• Experience in collections or patient pay responsibilities in a healthcare setting

Competencies

• Detail-oriented with a focus on quality
• Strong data analysis and reporting skills
• Ability to motivate remote teams and manage performance under pressure
• Service-focused mindset with a passion for improving the patient journey
• Excellent written and verbal communication
• Effective time management and multitasking abilities

Supervisory Responsibility

• Directly oversees day-to-day work of assigned team members
• Responsible for performance coaching and feedback
• Not responsible for hiring, discipline, or terminations

Work Environment & Physical Demands

• Remote home office; standard office equipment used
• Primarily sedentary with occasional light lifting (up to 25 lbs.)
• May require evening or weekend hours based on operational needs

Travel

• Minimal to no travel required

EEO Statement

DASCO provides equal employment opportunities (EEO) without regard to race, color, religion, sex, national origin, age, disability, or genetics. DASCO complies with applicable laws and prohibits harassment of any kind.