Customer care manager job description

The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center (VCC). This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.

We are open to hiring remote if we find the right talent in any of these states ( AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT).

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center (VCC). This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience.
What this position does to contribute to the Company's success



Partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department and VCC. Collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches. Ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the VCC and Customer Operations. Directs multiple concurrent cross-departmental improvements and enhancements to processes. Takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems. Participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed. Manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives. Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.



Qualifications


Associate's Degree A.A. or equivalent from two-year college or technical school required. Bachelor's Degree preferred. An equivalent combination of education and experience may substitute for the education. 5 years or more Call Center Management Experience required. Project Management and Operations Management Experience preferred. Proficiency in Excel, Microsoft Teams, Power BI. Must have excellent time management skills to balance many tasks and communication pieces constantly. Must be a self-starter who can move projects forward with limited guidance. Must have demonstrated interpersonal, team building, and communication skills. Must have a technical mindset and ability to assist with solving technical problems. Must have basic understanding of project management and change management.



Core Competencies



Committed:
Values each and every customer, while working hard to keep their business and support our communities. Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.


Proactive:
Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


Personal:
Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. At Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds, and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify and embody each and every day. Cable One provides equal employment opportunities to all individuals of different races, colors, creeds, national origins, genders, marital and veteran statuses.

Cable One, Inc. is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

You could be the one who changes everything for our 26 million members as a clinical professional on our Medical Management/Health Services team. Centene is a diversified, national organization offering competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose: Perform care management duties to assess, plan and coordinate all aspects of medical and supporting services across the continuum of care for select members to promote quality, cost effective careDevelop, assess and adjust, as necessary, the care plan and promote desired outcome

Assess the member's current health status, resource utilization, past and present treatment plan and services, prognosis, short and long term goals, treatment and provider options

Coordinate services between Primary Care Physician (PCP), specialists, medical providers, and non-medical staff as necessary to meet the complete medical socio economic needs of clients

Develop plan of care based upon assessment with specific objectives, goals and interventions designed to meet member's needs
Provide patient and provider education
Facilitate member access to community based services
Monitor referrals made to community based organizations, medical care and other services to support the members' overall care management plan
Actively participate in integrated team care management rounds
Identify related risk management quality concerns and report these scenarios to the appropriate resources
Enter and maintain assessments, authorizations, and pertinent clinical information into various medical management systems
For LTSS - 30% travel to perform home visits to members
For New Hampshire, Massachusetts, & Michigan Complete Health - home visits required
Education/Experience: Graduate from an Accredited School of Nursing. Bachelor's degree in Nursing preferred. 2+ years of clinical nursing experience in a clinical, acute care, or community setting. Knowledge of healthcare and managed care preferred.

Licenses/Certifications: Current state's RN license.

LTSS Requirements:
Valid driver's license and proof of car insurance.


Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.

At Mercy, we believe in careers that match the unique gifts of unique individuals – careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its “Top 100 Places to Work.”

Overview:

The Care Management model provides effective transition planning and length of stay oversight while encompassing quality patient care, patient safety, and financial components; promotes integration of a seamless care model; coordinates patient throughput; encourages healthcare team collaboration and coordination as evidenced by metrics; and optimizes performance and adoption of best practice.

The Care Manager, as part of the Care Management team, facilitates the discharge planning process from admission to discharge in collaboration with the healthcare team. In addition, the Care Manager may intervene with patients who have complex or high-risk psychosocial needs as assigned. Performs duties and responsibilities in a manner consistent with the Mercy mission, values, and Service Standards.

Qualifications:

Education:
Bachelor's Degree of Science in Nursing

Current License in the state of employment, required

Experience:
2-3 years acute care hospital setting, preferred
Care Management or Utilization Management experience, preferred

Certification/Registration:
BLS (CPR) at hire date, or within 90 days of hire
Certification in Case Management, Preferred

Other Skills & Knowledge:
1. Strong verbal and written communication
2. Strong assessment, time management, and critical thinking skills
3. Advanced computer skills
4. Interacts effectively with a variety of people and situations at all levels of the organization

5. The assessment, care, and treatment will be consistent with the specific age-related needs of the patient. Including neonatal/infant, child, adolescent, adult, and geriatric adult patients
6. Knowledge of InterQual or Milliman Care Guidelines preferred

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 48 hours or more per pay period!

We’re bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We’re expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and unafraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.

Mercy has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.