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Customer Care Manager

Overview

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This is the beginning role to a long-term career with our company.

LocumTenens.com has been leading the way in a booming healthcare industry since 1995. Locum Tenens is a Latin phrase meaning, “to substitute for.” When hospitals are understaffed, they rely on us to find them the right temporary physicians to fill in when needed. Every associate at LocumTenens.com plays a role in getting patients seen, no matter what they studied in school or what their role is here. Located in Alpharetta, GA, we boast a state-of-the-art campus featuring world-class amenities. There’s nothing ordinary about a typical day here, take a look for yourself: https://share.vidyard.com/watch/VfMVtWsvT1pn4T6nvUZxn1.

 

We are a Jackson Healthcare company, the third largest healthcare staffing company in the U.S., serving more than 7 million patients in over 1,400 healthcare facilities. 

The Customer Care Manager is responsible for maintaining the overall efficiency and effectiveness of the Customer Care team. Responsible for coordinating all team functions and ensuring that workload is completed timely and accurately.
Oversees the scheduling and processing of team projects, hiring and developing of associates, and miscellaneous
operations functions. Trains and manages associates effectively with focus on associate development and engagement.

Team Management – 50%

  • Manages daily operations of direct reports

  • Assigns customer care team tasks in accordance with scheduled deadlines; ensures deadlines are met

  • Oversees documentation maintenance and organization to ensure that information is easily retrieved

  • Directs team processes and procedures; ensures work is completed in accordance with Company standards

  • Trains and motivates associates to achieve desired goals

  • Interviews and selects candidates for hire; implements associate engagement strategies

  • Conducts annual performance evaluations; coaches associates to maximum performance

  • Creates and delivers associate corrective actions and performance improvement plans as needed

Planning and Implementation of Placing a Clinician in Assignment – 20%

  • Implements Customer Care strategies while working with an assigned team of recruiters and salespeople

  • Maintains active desk load as a leader and subject matter expert (SME); responsible for all assignment logistics of clinician assignments including collecting vendor set-up information from clinicians and clients to ensure a successful start to assignment

  • Ensures all necessary documentation for taxes, clinician payment, etc. is in order and processed timely

  • Provides travel updates to Production and Customer Care teams as needed; participates in quarterly On Call Forum meetings and attends division production meetings as requested

  • Communicates with internal and external customers regarding general feedback and relevant concerns and makes suggestions for improvements to processes; ensures effective ongoing communication with clinicians to maintain high levels of retention and satisfaction

  • Keeps stakeholders informed of area activities, clinician travel status, and of any significant problems

  • Provides credible and timely reports to team and leadership as needed

Team Innovations – 30%

  • Participates in and sometimes leads team and Company scorecard initiatives

  • Creates and implements process improvements and partners with other managers to align best practices

  • May work on special projects or other duties as assigned

  • May assist with Team Lead duties

  • Attends leadership meetings and presents updates

SUPERVISORY/BUDGETARY/EXTERNAL COMMUNICATION RESPONSIBILITY

  • Manages a team of non-exempt directs (average is 2-6)

  • Communicates with clinicians and clients

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS

  • High School Diploma or equivalent required; Bachelor’s degree or equivalent experience preferred

  • 4+ year of related customer service and/or travel experience required, preferably at the manager level

  • Prior experience leading teams – directly or indirectly – preferred

KNOWLEDGE, SKILLS, AND ABILITIES

  • Ability to adhere to and exhibit the Company Values at all times

  • Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Teams

  • Working knowledge of Salesforce

  • Ability to successfully manage client relationships

  • Ability to build relationships at all levels – internally and externally

  • Strong customer service mindset

  • Strong organizational and time management skills

  • Ability to work independently

  • Strong communication skills – both oral and written

  • Ability to work with sensitive information and maintain confidentiality

  • Solid critical thinking and problem-solving skills

  • Ability to train, coach, mentor, and motivate others

  • Ability to negotiate and influence

What is in it for you

Company-paid benefits (Basic Life and AD&D, Short and Long-Term Disability, Employee Assistance Program, Compass Health Advocate and Transitions).
Healthcare benefit options (Value Plan, High Deductible Plan with HSA, Healthcare FSA, Dependent Care FSA, Prepaid Legal Services, 529 Savings Plan, Pet Insurance).
Paid maternity and paternity leave.
401K with 35% match for every dollar up to 8%.
PTO that accrues at a rate of 15 days/year for 1st year and continues to increase with tenure.
Tuition reimbursement for continuing education.
An opportunity to work at a state-of-the-art facility in Alpharetta which features an on-site daycare and cafeteria, world-class fitness center and wellness clinic.

EEO Statement

Locum Tenens is an EEO/AA Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender, gender identity and expression, national origin, age, disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.

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