Customer Experience Manager

Customer Experience Manager (Multiple Accreditation Program Areas)

At ACHC we hire only the best. As a non-profit company with a rapidly growing customer base, our philosophy is innovation, honesty and quite simply, excellence. If you share our passion for transforming the health of our communities and would like to experience and promote the ACHC difference, we'd love to have you join our team.

We are currently recruiting a personable and energetic Customer Experience Manager to provide direction and oversight to the daily customer support activities for designated Accreditation programs and services. This person will guide a team of Account Advisors in educating customers on the capabilities and flexibility of ACHC, in order to develop customer relationships that promote retention and loyalty. The ideal candidate will possess the exceptional interpersonal and coaching skills needed to motivate and influence others, in order to reach departmental goals and provide the high level of customer service and best possible experience that are at the core of ACHC’s Mission and Values.

The Customer Experience Manager will be responsible for driving accountability and efficient productivity, while maintaining a supportive and collaborative approach with team members and business partners inside and outside the company. It is essential that this person has a proven track record of building and maintaining favorable working relationships with a variety of key stakeholders, along with possessing a drive to improve patient safety and quality of care.

• Manage and organize team operations to utilize skills and maximize staff efficiency.
• Coach and develop staff in alignment with business needs and employee aspirations; complete Annual Performance Review activities for direct reports and provide continuous ongoing constructive feedback throughout each year.
• Provide oversight of day to day functions of assigned Customer Experience staff, ensuring performance of duties is within appropriate productivity standards and completion of all Accreditation process steps are within specified time frames.
• Provide oversight to staff to ensure customer correspondence is conducted in a timely and appropriate manner.
• Maintain knowledge of applicable CMS regulations to ensure ACHC is meeting all accreditation requirements; develop and maintain all regulatory letters meeting CMS requirements.
• Develop and maintain all ACHC accreditation policies and work instructions in assigned program area(s).
• Maintain relationships with existing customers to increase customer satisfaction and encourage renewal of accreditation contracts.
• Hold team meetings as needed to ensure compliance with established policies and work instructions, communication and team participation between personnel.
• Adhere to established strategic plans and quality objectives within assigned ACHC division and ensure accountability of team staff in following plans and objectives.
• Identify training or educational needs within team and prepare materials to address specific issues.
• Monitor departmental resources and make recommendations for workload allocation or when additional resources are required.
• Create and distribute weekly, monthly or quarterly reports on pre-determined time schedules or as requested.

• Bachelor’s Degree preferred with minimum 5 years of extensive practical, appropriate work experience with customers, preferably in the health care industry.
• 3+ years of previous people-management experience in a corporate setting required; must also possess a willingness for continued extensive leadership training and development.
• Relevant work experience in evaluation and quality monitoring through Licensure and/or Accreditation strongly desired.
• Solid interpersonal, oral/written communication, and presentation skills with a polished and professional presence.
• Established ability to successfully build and sustain strong working relationships across a wide spectrum of internal and external partners.
• Strong conflict resolution skills with effective critical thinking and appropriate discretion in flexibility.
• Change-champion who embraces inclusion and…