TimelyCare is seeking a Care Experience Manager to lead our team of remote Customer Support Coordinators in order to deliver timely service to students /providers/employees in need. The Customer Experience Manager is responsible for the overall effectiveness (productivity and quality of output) of the team and each team member.
What You’ll Do
- Lead a growing Care Experience team with a focus on helping them develop and grow professionally while driving results
- Champion opportunities to establish an environment of ongoing development and continuous improvement through feedback, coaching and mentorship
- Manage the team’s and individuals’ key performance indicator(s) according to the department and company’s overarching goals
- Guide team to ensure resolution to patient and provider issues, appropriately resolve escalations within service guidelines
- Collaborate with the analytics team to develop and evolve data reports that enable the team to know their performance in a timely manner
- Recruit, hire, lead and develop personnel to ensure department goals are met while achieving their full potential
- Manage the schedule for the team, ensuring 24/7/365 coverage and filling all schedule gaps
- Train all team members on any and all technical related issues or concerns regarding service tickets
- Demonstrate thoughtfulness and positive behaviors that contribute to the smooth coordination of telehealth care, and enhances each patient’s experience with TimelyCare
- Maintain all records confidentially and securely and handle all communications with patients using care and consideration
- Establishes policies, practices and efficient/effective procedures
- Develops specific work plans and implements to accomplish operational results.
What You Bring
- Bachelors Degree in Business or related field, preferred
- 3-5+ years experience in managing a team with strong leadership skills
- Excellent customer service skills with strong verbal and written communication skills (bilingual a plus but not required)
- Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Dialpad, Google Suite, Zoom, Slack, Intercom, Zendesk, Salesforce, Amazon Quicksight, and Electronic Health Record systems
- Experienced in a fast-paced environment and cross-collaboration across multiple departments
- Excellent organizational skills with the ability to prioritize and multi-task with a high-level of accuracy and attention to detail; and can quickly sense what will help or hinder accomplishing a goal, eliminate roadblocks, and create focus
- Understanding of telehealth best practices with considerable attention to detail
- Ability to find creative problem-solving both fulfilling and challenging
- Propensity to thrive in a dynamic and collaborative environment, be comfortable with ambiguity, and ability to adapt quickly to changing priorities and student needs
- Strong time management skills while juggling multitasking and prioritization
- Ability to have a flexible schedule that allows you to work nights and weekends, serving as an on call resource
Benefits + Perks
- 13 Paid Company Holidays + No work on your birthday!
- Unlimited PTO + Volunteer Time Off (VTO) as an organization to give back to the community
- Variable bonus eligibility on a quarterly basis
- Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
- Company-paid group Life Insurance + Company-paid Short Term Disability
- Concierge benefit support services
- 401(k) with employer match
- Free access to TimelyCare virtual medical and mental health support for you and your immediate family
- Mission-Driven Purpose with a Supportive Team Culture
The salary range for this opportunity is $65,000 – $70,000 per year, depending on education and experience. This is the base pay, and you will be eligible for a discretionary bonus in addition to the base pay.