Lead customer care representative vs customer care manager

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

Lead customer care representative example responsibilities.

• Conduct in-services on managing patients with chemotherapy-induce anemia to nursing staff at inpatient and outpatient facilities, providing treatment algorithms.
• Analyze detailed SQL store procedures for bugs and build upgrade solutions for a 7500-plus user, high-traffic database.
• Answer inquiries of customers regarding their Medicaid application status.
• Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
• Document any member complaints and/or concerns in accordance to Medicare compliance guidelines.

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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