Ambulatory Care Customer Care Manager - HCSC : Job Details

Do you want to take part in positively impacting patient and healthcare needs? Hospital Central Services, Inc. & Affiliates (HCSC) a linen rental service has been dedicated to providing its partners with innovative healthcare solutions. The Customer Care Manager will work in our Ambulatory Care Division, Roble Road Allentown, PA.Customer Care Manager will ensure that all daily customer relation processes, special projects, new customer coordination, proactive visitations, and customer satisfaction related activities are conduced by the Call Center, Customer Care Representatives, and Specialty Program Coordinator.ManagementDirect daily communication, support, training, and coaching of the AC Call Center staff. Oversee the FSSM/Curtain Cleaning staff to ensure that all current, prospective, and new customers are properly vetted, analyzed, proposed, adjusted, and satisfied.CommunicationDirect daily communication, support, training, and coaching of the AC Call Center staff. Ensure the AC Call Center CRM is updated and customers are responded to with resolution within 24 hours. Support the communication of customer issues to the production staff on a routine basis utilizing the Customer Surveys as well as CRM activity. Work for resolution where possible for both the company and the customer.Customer ServiceEstablish top-tier list of customers to be visited on a routine schedule, tracked, summarized, and action taken when needed. Follow-up on customer satisfaction survey results. New customer set-up, visitation, communication, processing, and final handoff to service. Existing customer coordination, visitation, communication, processing, and final pick-up. Research, track, communicate, execute independent customer agreement renewals.Accounts ReceivablesAC AR assistance. Utilize aging reports to help be proactive in the collections of aged invoices. Utilize all service resources to help accomplish AR on a regular basis.EducationBachelor's Degree PreferredExperience2 years Sales/Marketing - Preferred2 years Customer Service / Customer Service Manager - RequiredQualificationsExcellent supervisory skillsExcellent communication skills, including technical writing, business reporting & oral communicationExceptional customer service and interpersonal skillsExperience with Microsoft Office applications (Outlook, Word, Excel, etc.)Ability to work independently, solve problems and make decisions, seeking appropriate guidance as necessary*Valid Driver's License Required*Successful completion of background check, motor vehicle record, and drug screen