AvaSure
Customer Care Operations Manager (Hybrid)
Remote | $86K - $140K
Qualifications
- Completed BA/ BS degree or enrolled in bachelor's degree program required
- Minimum 5 years relevant work experience in services delivery, project management, and or management required
- Experience in the health care or medical industry interacting with customer 'C' level management
- Excellent communication skills, including issue tracking and crisis management
- Troubleshooting experience
- Working knowledge of IT implementations
- Effectively communicate technical information to non-technical audiences
- Strong presentation and relationship management skills
- Good working knowledge of MS- Office and Reporting tools
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
- Ability to navigate complexity and create collaborative, cross-functional solutions
- Ability of working in a multi-functional organization
- Excellent communication and organizational skills
- Comfort with engaging internal and external customers in a consultative manner
- Ability to create and maintain positive customer relationships
- Strategic thinking and implementation
- Ethical Conduct
- Must be able to work in a home office/office environment
Responsibilities
- The Customer Care Operations Manager leads the Customer Relations team and Customer Care Operations team by establishing and tracking metrics, developing processes, procedures and training in support of the team's organizational objectives
- This role manages the operations of Customer Care, the Customer Care administrators, overall engagement with escalated customers, ensuring the de-escalation, ongoing satisfaction and resolution of AvaSure customer issues
- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
- Interface with leadership to develop cross-functional initiatives
- Coordinate communication from AvaSure Leadership to Customer Relations/Support Team Representatives
- Develop and implement troubleshooting processes and procedures for the Customer Relations/Technical Support Team
- Coordinate the Development and Implementation of training programs for the Customer Relations/Technical Support Team Representatives
- Develop metrics of success and customer feedback tracking for customer interactions with the Customer Relations/Technical Support Team
- Develop and coordinate processes, procedures, and documentation for customer facing communications and correspondence
- Support development of internal documentation including processes and procedures for data integrity
- Establish, lead, and develop resource plans to support customer and Customer Relations
- Technical Support team needs
- Manage the RMA process, Remote Access Documentation, Customer Documentation and other operational needs of the Customer Care team
- Manage Customer Relations Technicians and Coordinators
- Develop roles and responsibilities for the Customer Relations team
Benefits
- AvaSure sponsored Medical, Dental & Vision
- Safe Harbor 401K with Employer Matching up to 4%
- HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
- Flexible Time Off Plan & Paid Holidays
- Parental Leave
- Generous Tuition Assistance & Continuing Education Reimbursement available
- Employee Referral Bonus
- 51-200 employees
- Software, Manufacturing, Technology, Hospitality, Telecommunications, Healthcare, Safety & Security, Security, Software & Services
- Privately Held
- Belmont, Michigan
- Company Specialties:
Hospital Patient Monitoring Systems, Patient Fall Prevention, Patient Satisfaction, Nurse Satisfaction, Population Health, Cost Efficiency, Quality, Patient Experience, Video Monitoring, Hospital Systems, Rehabilitation, and Safety
Company information
AvaSure develops, deploys and supports monitoring solutions that improve patient and staff safety and the efficiency and efficacy of patient care. AvaSure’s TeleSitter® Solution is an advanced patient observation and communication platform that allows trained staff to remotely monitor multiple patients in diverse locations, anticipate their needs, identify risky situations and alert floor staff in time to avert harm. This complete program for bedside safety is backed by a team of experienced nurses, who lead deployment and follow through for ultimate program success.
