Healthcare Customer Service Manager

Position:Healthcare Customer Service Manager

Location: Coos Bay, OR

Remote Status: On-Site

Job :320-DOCS.CS.05

# of Openings:1

We are currently hiring a Healthcare Customer Service Manager
! If you are a great communicator, compassionate, enjoy a fast-paced work environment, and value being part of a team that makes a difference, you may be the right person for the position!

Classification:EXEMPT |
Status &

Schedule:

FULL-TIME, MONDAY – FRIDAY, 8AM – 5PM
Location: ONSITE, this position reports to the Coos Bay Office location

Salary:$2,446.15 - $3,669.23/BI-WEEKLY
Department: MEMBER SERVICES |
Reports to: DIRECTOR OF MEMBER SERVICES |
Supervision Exercised: OVERSIGHT OF MEMBER SERVICES STAFF

The Customer Service Manager leads the daily operations of the Customer Service team, ensuring timely, accurate and respectful service to members and other customers. This position oversees staff performance and development, promotes compliance with organizational policies and applicable requirements and works across departments to address service needs. The manager uses member feedback and performance results to improve processes and service quality while aligning department operations with the organization’s mission and strategic goals.

• Bachelor’s degree in healthcare administration, business, public health, or related field strongly preferred; experience in lieu of education may be considered
• Three to five years of progressively responsible experience in customer service required
• Three years of experience in a supervisory or team lead role strongly preferred
• Working knowledge of call center operations, including service levels, scheduling, quality monitoring, escalation management, and performance metrics required
• Demonstrated ability to analyze operational and member service data, identify trends, monitor performance, and use data to support process improvements and decision-making required
• Technical experience with customer service, call center, customer relationship management, workforce management, or related systems required
• Experience working in healthcare, managed care, or other health plan setting strongly preferred
• Traditional Health Worker Certification preferred or required within one year of hire
• Manage the daily operations of a Customer Service team, including staffing, workflow and workload distribution
• Monitor and maintain performance metrics, including abandoned calls, wait time and other statistics related to call center management
• Perform on‑going analysis of data and information looking for opportunities for improvement in operational efficiencies and service delivery
• Perform effective analysis of telephone reports and report findings to the Customer Service Department and the department director
• Propose and implement effective policies, procedures, objectives, and practices to ensure the department consistently achieves customer service standards
• Manage quality and audit programs by regularly conducting telephone quality reviews and participating in quality calibration sessions
• Produce, develop, and revise mailings and all member‑facing communications and materials in all required versions, such as bilingual, large print, etc.
• Apply a health equity lens to customer service operations by identifying and addressing barriers to equitable access and service
• Foster effective communication and collaboration between the Customer Service team and other departments
• Stay informed about customer service best practices and recommend appropriate improvements to department operations.
• Work with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as…