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Job title: Customer Service Client Support Manager Company: Ciox Health Job description: Overview Who we are... Ciox Health merged with Datavant in 2021, creating the nation's largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research. What we offer… At Ciox Health we offer all employees a place to grow and expand their current skills so that they can not only help build Ciox Health into the greatest health technology company but create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of and our Architecture Group is comprised of some of the brightest and most talented individuals. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its’ medical records. What we need… The Customer Service Client Support Manager is responsible for directing client projects and the customer service teams. Responsibilities of this position include ensuring that the highest quality of customer delight is achieved and maintained. The position will ensure organizational effectiveness by providing leadership for the client projects, implementing call center strategies, improving systems and processes, and managing operations staff. This position has a direct impact on client satisfaction. Responsibilities • Manage daily customer service activities to ensure a culture of professionalism, discipline, and accountability. • Ensure delivery of client and compliance requirements including customer service, STAT processing, and other customer requirements. • Handle escalated client and customer inquiries and complaints. • Contribute information and analysis to organizational strategic plans to the VP of Operations. • Assist in the development, maintenance and adherence to policies and procedures. • Manage, supervise, and coordinate the activities of customer service agents including supplying information to account management on actions and improvements for customer handling. • Serve as the liaison between internal departments and external customers to collect information and resolve issues. • Meet performance goals and targets set by client contract expectations. • Prepare performance reports by collecting, analyzing, and summarizing data and trends. • Monitor individual and department results to address potential productivity and customer concerns. • Communicate with management regarding creative concepts and objectives, which may benefit the company. • Provide exceptional time management skills to include being mindful of meeting deadlines, responding timely to emails and phone messages. • Oversee employee management to include, hiring, training, motivating, coaching, developing, disciplining, and terminating of associates within the reporting structure. Qualifications • Minimum five (5) years of Call Center experience including at least three (3) years in management capacity in a compliance-driven industry. Previous healthcare industry experience preferred. • Bachelor’s Degree preferred or equivalent work experience. • Thorough understanding of call center operations, principles, and metrics. • Demonstrated experience analyzing and resolving customer service and client issues. • Advanced computer skills (experience with Word, PowerPoint, Excel, and Outlook required). • Excellent written and verbal communication skills. • Ability to train and develop team members. • Demonstrated leadership and vision (think outside the box) in managing staff groups and major projects or initiatives. • Ability to learn and relay new information quickly. • Strong interpersonal skills and a collaborative management style. • Ability to listen effectively to find the root cause of issues and manage any conflicts with team or customers and resolve issues. • Delegate responsibilities effectively. • Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment. • Sound judgment in decision making ability. • Demonstrated ability to work within a diverse work group environment. • Flexibility with working hours, which may include hours outside of normal scheduled work hours. • Ability to provide a motivating environment for team. Working conditions Over 90% of the time is spent indoors, with protection from weather conditions. Exposure to noise levels that may be distracting or uncomfortable is present in only unusual situations. Physical requirements Sitting, talking, hearing and near vision are required over 90% of the time, while walking is required about 10% of the time. Standing is required over 30% of the time. The sense of touch is required 90% of the time and reaching is required about 50% of the time. Bending, twisting, and climbing are required, as is far vision, but only for 10% or less of the time. Low levels of lifting (10 pounds or less) are required about 25% of the time, while medium levels (20 to 40 pounds) of lifting and carrying are required less than 5% of the time. High levels (52 pounds) of lifting are required under 2% of the time. Driving is a considerable portion of the position. To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion. For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions. With very limited exceptions (medical conditions or sincerely held religious beliefs that prohibit you from getting the vaccine), one of the requirements for this job is that you be fully vaccinated against COVID-19. • Except for states where legally prohibited to enforce mandates. Expected salary: Location: USA Apply for the job now! [ad_2]