Customer Care Manager

Customer Care Manager

LocumTenens.com has been leading the way in a booming healthcare industry since 1995. Locum Tenens is a Latin phrase meaning, "to substitute for." When hospitals are understaffed, they rely on us to find them the right temporary physicians to fill in when needed. Every associate at LocumTenens.com plays a role in getting patients seen, no matter what they studied in school or what their role is here. Located in Alpharetta, GA, we boast a state-of-the-art campus featuring world-class amenities. There's nothing ordinary about a typical day here.

We are a Jackson Healthcare company and we are now the third largest healthcare staffing company in the U.S., serving more than 7 million patients in over 1,400 healthcare facilities.

The Customer Care Manager is responsible for maintaining the overall efficiency and effectiveness of the Customer Care team. Responsible for coordinating all team functions and ensuring that workload is completed timely and accurately. Oversees the scheduling and processing of team projects, hiring and developing of associates, and miscellaneous operations functions. Trains and manages associates effectively with focus on associate development and engagement.

Essential Functions and Basic Duties:

Team Management – 80%

Manages daily operations of direct reports

Assigns customer care team tasks in accordance with scheduled deadlines; ensures deadlines are met

Oversees documentation maintenance and organization to ensure that information is easily retrieved

Directs team processes and procedures; ensures work is completed in accordance with Company standards

Trains and motivates associates to achieve desired goals

Interviews and selects candidates for hire; implements associate engagement strategies

Conducts annual performance evaluations; coaches associates to maximum performance

Creates and delivers associate corrective actions and performance improvement plans as needed

Maintains active knowledge of associate roles, workflows, and expectations

May manage ongoing desk load when needed

Team Innovations, Scorecard Initiatives, and Other Projects – 20%

Participates in and sometimes leads team and Company scorecard initiatives

Creates and implements process improvements and partners with other managers to align best practices

Secondary Functions (If Applicable)

• May work on special projects or other duties as assigned
• May assist with Team Lead duties
• Attends leadership meetings and presents updates

Supervisory/Budgetary/External Communication Responsibility

• Manages a team of non-exempt direct reports
• Communicates with clinicians and clients

Qualifications – Education, Work Experience, Certifications

• High School Diploma or equivalent required; Bachelor's degree or equivalent experience preferred
• 4+ year of related customer service and/or travel experience required, preferably at the manager level
• Prior experience leading teams - directly or indirectly - preferred

Knowledge, Skills, and Abilities

• Ability to adhere to and exhibit the Company Values at all times
• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Working knowledge of reporting and data analytics tools
• Working knowledge of Salesforce or relative CRM systems
• Ability to successfully manage client relationships
• Ability to build relationships at all levels - internally and externally
• Strong customer service mindset
• Strong organizational and time management skills
• Ability to work independently
• Strong communication skills - both oral and written
• Ability to work with sensitive information and maintain confidentiality
• Solid critical thinking and problem-solving skills
• Ability to train, coach, mentor, and motivate others
• Ability to negotiate and influence

Key Competencies Required

• Builds Networks
• Communicates Effectively
• Delegates Effectively
• Develops Self & Others
• Drives Engagement
• Drives Vision and Purpose
• Strategic Mindset
• Technical Skills

Physical, Mental, Working Condition, and Travel Requirements

• Typical office environment - sedentary with typing, writing, reading requirements. May be able to sit or stand.
• Speaking, reading, writing, ability to use a telephone and computer
• Ability to exert up to 10 lbs. of force occasionally
• Ability to interpret various instructions
• Ability to deal with a variety of variables under only limited standardization

What is in it for you

Company-paid benefits (Basic Life and AD&D, Short and Long-Term Disability, Employee Assistance Program, Compass Health Advocate and Transitions). Healthcare benefit options (Value Plan, High Deductible Plan with HSA, Healthcare FSA, Dependent Care FSA, Prepaid Legal Services, 529 Savings Plan, Pet Insurance). Paid parental leave. Company sponsored 401k plan with company matching. PTO that accrues at a rate of 15 days/year for 1st year and continues to increase with tenure. Tuition reimbursement for continuing education. An opportunity to work at a state-of-the-art facility in Alpharetta which features an on-site daycare and cafeteria, world-class fitness center and wellness clinic.

Disclosures

Smoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles.

As part of our employment process, candidates who receive a conditional offer may be required to undergo pre-employment drug testing.

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under the law.