Customer Service Manager

Job Description

Job Description

We are looking for a Customer Service Manager to lead daily support operations for a member services team in Oregon. This Contract position is ideal for someone who can provide hands-on direction, strengthen team performance, and maintain responsive service in a fast-paced healthcare-focused environment. The manager will work on site, assist with onboarding and training, and help ensure provider inquiries and operational tasks are handled efficiently during a short-term assignment.

Responsibilities:
• Oversee the day-to-day workflow of a customer service team, including four on-site team members and one remote employee.
• Provide direct guidance, coaching, and floor support to help staff manage provider inquiries accurately and professionally.
• Lead onboarding and training activities for new hires, helping them become productive quickly and confidently.
• Step in to support service volumes as needed, especially when incoming requests require additional coordination or escalation management.
• Prepare and distribute operational reports to track activity, team output, and service needs.
• Coordinate mailing and administrative projects that support departmental communication and member service functions.
• Promote consistent call center practices and service standards within a healthcare or payer-related environment.
• Collaborate with department leadership to maintain continuity of service during the contract coverage period.• Demonstrated leadership experience in a call center, customer service, or member services setting, with the ability to guide team performance.
• Background in healthcare, health plan operations, payer services, or a comparable regulated service environment.
• Working knowledge of call center procedures, service metrics, and issue resolution practices.
• Strong communication skills with the ability to train staff, provide direction, and respond effectively to providers and internal stakeholders.
• Ability to learn new workflows quickly and contribute immediately in a hands-on leadership role.
• Intermediate proficiency with Microsoft Office applications for reporting, communication, and daily coordination.
• Experience using payer platforms, case management systems, EHR tools, or similar service-related software.