Patient Experience Manager

Summary

Join Getlabs, a leading platform for at-home diagnostics, as a highly skilled call center customer service manager. Lead and motivate a team of 20+ call center agents, coaching them on best practices and managing performance metrics to continuously improve productivity. Drive a culture of accountability and excellence, ensuring customer satisfaction across all service interactions. Responsibilities include workforce management, goal setting, payroll review, revenue growth, and performance monitoring. You will also handle escalated patient issues, oversee external partnerships, and develop quality assurance strategies. The ideal candidate possesses strong leadership, communication, and problem-solving skills, along with experience in call center operations management.

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of G Suite and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Responsibilities

• Lead a team of 20+ call center agents who are responsible for omni-channel patient communication
• Responsible for coaching and developing reports on customer service processes and best practices
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize a best in class patient experience
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to direct reports regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching and terminating call center employees
• Be a subject matter expert on your client's business
• Experience managing remote employees
• Social media experience
• NPS detractors calls
• Handling escalated patients
• Oversee and resolve external partnership escalations, fostering regular alignment meetings with partners to address issues, reduce recurring challenges, and drive improved partner satisfaction

Preferred Qualifications

• Work Force Management experience
• Medical or patient experience
• Start up experience

Benefits

• Competitive salary 80K-85K
• Valuable stock option plan
• Medical, dental and vision insurance options
• Paid time off