Customer care senior representative vs customer care manager

Differences between customer care senior representative and customer care manager duties and responsibilities

Customer care senior representative example responsibilities.

• Conduct in-services on managing patients with chemotherapy-induce anemia to nursing staff at inpatient and outpatient facilities, providing treatment algorithms.
• Offer alternative payment options such as available payment plans, Medicaid, financial assistance.
• Assist callers with inquiries pertaining to TMHP.COM and the many features it has available for the providers of Texas Medicaid.
• Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
• Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.

Customer care manager example responsibilities.

• Create and manage department documentation to meet ISO and FDA regulations.
• Manage and complete projects that are assigned to the CSM group.
• Plan, organize and manage all Medicare and Medicaid call center activities.
• Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
• Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
• Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.
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