Customer Care Manager

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  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, take a look for yourself:  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 preferred4+ 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 ABILITIESAbility 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…