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Customer care manager skills for your resume and career

Updated January 8, 2025
6 min read
Customer care manager example skills
Below we've compiled a list of the most critical customer care manager skills. We ranked the top skills for customer care managers based on the percentage of resumes they appeared on. For example, 16.2% of customer care manager resumes contained patients as a skill. Continue reading to find out what skills a customer care manager needs to be successful in the workplace.

15 customer care manager skills for your resume and career

1. Patients

Here's how customer care managers use patients:
  • Collaborated with caregivers, facility staff, multidisciplinary hospice team for end-of-life care for terminal patients.
  • Perform transition in care assessments for patients discharged from inpatient hospitalization or skilled nursing facility.

2. Home Health

Here's how customer care managers use home health:
  • Established relationships with key decision makers in Home Health Agencies, Wound Care Centers and hospitals.
  • Described Home Health Care services to potential new clients and their family caregivers.

3. Social Work

Here's how customer care managers use social work:
  • Provided social work services in order to improve consumer functioning and avoid institutionalization.
  • Interview new applications for RN, LPN, Hospice Aide, Social Worker or office staff that may be open.

4. Community Resources

Community resources are a set of resources that are used in the day to day life of people which improves their lifestyle in some way. People, sites or houses, and population assistance can come under the services offered by community resources.

Here's how customer care managers use community resources:
  • Position required advanced communication skills, clinical knowledge, and knowledge of available alternative community resources.
  • Assisted with removing barriers to accessing community resources.

5. Discharge Planning

Here's how customer care managers use discharge planning:
  • Provided varying levels of mental health/substance abuse Utilization Management services, crisis/triage referral services as well as discharge planning assistance.
  • Provided authorizations for initial inpatient admissions, concurrent reviews for stay and discharge planning assistance.

6. Data Entry

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Here's how customer care managers use data entry:
  • Perform general administrative tasks in the office such as filing, answering phones, data entry and creating/handling correspondence.
  • Created and implemented Quality Control programs for data entry and call monitoring in Customer Care.

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7. Mental Health

Mental health is the state of wellbeing in which an individual can cope with the regular stresses and tensions of life, and can work productively without having any emotional or psychological breakdown. Mental health is essential for a person of any age and helps them make the right decisions in their life.

Here's how customer care managers use mental health:
  • Promote mental health awareness by providing medication education and helping the individual recognize particular signs and symptoms of mental health disorders.
  • Identified and provided resource and educational information to members and providers regarding mental health and substance abuse concerns.

8. Medicaid

Here's how customer care managers use medicaid:
  • Prepare and communicate information to appropriate parties regarding Medicaid and other government program changes, as well as government mandated disclosures.
  • Brokered Services that allowed elderly Medicaid consumers to remain independently in their own homes as long as possible.

9. Medical Necessity

Here's how customer care managers use medical necessity:
  • Conducted comprehensive risk assessment based on medical necessity criteria to provide excellent care; provided referrals.
  • Conducted clinical reviews based on applicable medical policy and/or medical necessity guidelines on requested services.

10. Project Management

Here's how customer care managers use project management:
  • Project management from signature on sales contract to installation of fiber optic phone lines/internet access for large business customers.
  • Tracked performance ensured business continuity and provided project management in a fast-paced environment, while championing change.

11. Direct Reports

Here's how customer care managers use direct reports:
  • Developed direct reports, including performance objectives/appraisals, performance management, and Individual Development Planning.
  • Developed and delivered Leadership Course for all supervisors and managers with direct reports.

12. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how customer care managers use phone calls:
  • Answered incoming phone calls using customer service and negotiation skills to retain guests to maintain brand loyalty within company guidelines
  • Receive inbound phone calls and internet chat sessions from customers and service their needs effectively and efficiently.

13. Customer Satisfaction

Here's how customer care managers use customer satisfaction:
  • Enhanced customer relations, increased customer satisfaction, improved sales team results, decreased customer escalations, and increased account collections.
  • Monitored and managed productivity; identified and capitalized on improvement opportunities; managed escalated issues and ensured high customer satisfaction levels.

14. Process Improvement

Here's how customer care managers use process improvement:
  • Defined and implemented operational policies and procedures related to process improvement and problem identification, tracking, documentation and distribution.
  • Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale, and process improvement initiatives.

15. Compassion

Here's how customer care managers use compassion:
  • Inspected Out-of-Warranty construction defect claims reported in extreme temperatures and high pressure situations maintaining the upmost professionalism and compassion.
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List of customer care manager skills to add to your resume

Customer care manager skills

The most important skills for a customer care manager resume and required skills for a customer care manager to have include:

  • Patients
  • Home Health
  • Social Work
  • Community Resources
  • Discharge Planning
  • Data Entry
  • Mental Health
  • Medicaid
  • Medical Necessity
  • Project Management
  • Direct Reports
  • Phone Calls
  • Customer Satisfaction
  • Process Improvement
  • Compassion
  • Continuous Improvement
  • CRM
  • HR
  • Quality Standards
  • Strong Customer Service
  • Customer Support
  • Professional Development
  • Order Entry
  • Customer Complaints
  • Payroll
  • Level Agreements
  • Performance Management
  • KPIs
  • Customer Accounts
  • Inbound Calls
  • Customer Orders
  • Customer Inquiries
  • Performance Reviews
  • Customer Retention
  • Customer Expectations
  • QA
  • Customer Communications
  • Disciplinary Actions
  • Call Center Management
  • Performance Evaluations
  • Customer Interaction
  • Training Programs
  • Corrective Action
  • Customer Issues
  • Customer Loyalty
  • Outbound Calls
  • Customer Calls

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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