Customer Service Manager (Healthcare Operations)

Job Description

Job Description

Customer Service ManagerProCare Medical Equipment | Meridian, IDLead a Team That Makes a Difference Every Day

At ProCare Medical Equipment, we're more than a healthcare company. We help patients receive the equipment and services they need to remain safe, comfortable, and independent. We're looking for an experienced Customer Service Manager who can lead a high-performing team, improve operational processes, and create an exceptional customer experience.

If you're a natural leader who thrives on coaching people, solving problems, and building efficient systems, we'd love to meet you.

What You'll Do

As Customer Service Manager, you'll oversee the daily operations of our Customer Service Representative (CSR) team and serve as a critical connection between customers, operations, sales, billing, and leadership.

Leadership & Team Development

• Lead, coach, and develop a team of Customer Service Representatives.
• Conduct daily huddles, one-on-one coaching, and performance reviews.
• Build a culture of accountability, teamwork, and customer excellence.
• Identify and develop future leaders within the department.

Customer Experience

• Ensure customers receive prompt, professional, and compassionate service.
• Handle escalated customer concerns and resolve complex issues.
• Monitor customer satisfaction and implement improvement initiatives.
• Strengthen relationships with key healthcare partners and customers.

Operations & Process Improvement

• Oversee order intake, documentation, scheduling, and communication workflows.
• Collaborate with warehouse, delivery, billing, and sales teams to ensure seamless service.
• Audit orders and processes for accuracy and compliance.
• Analyze trends and implement solutions that improve efficiency and reduce errors.

Reporting & Accountability

• Track key performance indicators including:
  • Customer satisfaction
  • Response times
  • Order accuracy
  • Escalation rates
  • Team productivity
• Provide actionable recommendations to leadership based on performance data.

What We're Looking ForRequired Qualifications

• 3+ years of leadership experience in customer service, healthcare, medical equipment, healthcare administration, or a related field.
• Proven ability to manage and develop teams.
• Strong problem-solving and conflict-resolution skills.
• Exceptional written and verbal communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Experience using Microsoft Office and business software systems.

Preferred Qualifications

• Experience in Durable Medical Equipment (DME), healthcare, hospice, skilled nursing, home health, or healthcare operations.
• Experience with CRM, ERP, or order-management systems.
• Process improvement and operational leadership experience.

Success in This Role

You'll thrive in this position if you:

• Enjoy coaching and developing employees.
• Hold yourself and your team accountable.
• Are highly organized and detail-oriented.
• Look for root causes, not quick fixes.
• Balance customer satisfaction with operational excellence.
• Can confidently lead change and improve processes.

Why Join ProCare?

• Competitive pay
• Medical, dental, and vision benefits
• Paid time off
• Career advancement opportunities
• Team-oriented culture
• Opportunity to make a meaningful impact on patients' lives every day

Apply Today

If you're ready to lead a customer service team that directly impacts patient care and company growth, we encourage you to apply.

ProCare Medical Equipment is an Equal Opportunity Employer.