Customer Support Associate, Email/SMS and Influencer Outreach
Pomelo
Clinical Customer Service Manager
VSP Vision Care
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $73,500 - $131,250 per year
Job Level
Mid-LevelSenior
About the role
- Plan, prioritize, coordinate and monitor activities in the department to ensure accurate, timely, and efficient service
- Manage, train and evaluate staff to achieve and maintain department standards
- Develop and deliver programs that support business needs
- Lead projects for the division from inception to completion
- Develop and maintain strategic partnerships with Division Management Teams
- Provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities
- Recommend and implement procedural and systems changes to deliver quality service to internal and external customers
- Facilitate change in processes, procedures, and systems within the Customer Service Division
- Develop and implement communication strategies that support the division’s Mission, Vision, Value, and Goals
- Ensure effective communication is maintained within the division and externally
- Conduct employee discussion sessions at regular intervals
- Prioritize, assign, and distribute work to ensure responsibility is at the appropriate level and team members’ skills are developed
- Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit
- Identify and support opportunities for process improvements, resulting in cost efficiencies
- Coordinate with other units/departments to facilitate special requests, coordinate tasks and resolve escalated issues
- Ensure clinical inquiries, triage, and follow-ups are performed in alignment with healthcare regulations and organizational policies
- Collaborate with physicians, clinical teams, and administrative staff to address patient needs and promote continuity of care
- Maintain secure and appropriate handling of all patient information in adherence with HIPAA and other regulatory standards
Requirements
- Bachelor’s degree in Healthcare Administration, Nursing, or a related field, or equivalent experience
- Active Registered Nurse (RN) or Licensed Practical Nurse (LPN) certification preferred
- Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports
- Working knowledge of call center systems, business processes and policies, and procedures
- Knowledge of quality performance monitoring and improvement methods
- Demonstrated ability to analyze work processes and implement changes
- Excellent written and verbal communication skills
- Strong organizational and project management skills
- Proficient with word processing and spreadsheet applications
- Ability to regularly exercise discretion and independent judgment in the performance of job duties
- Knowledge of HIPAA and secure handling of patient information (preferred)
Benefits
- As a part of the compensation package, this role may include eligible bonuses and commissions.
- For more information regarding VSP Vision benefits, please click here .
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
management experiencecall center systemsbusiness processesquality performance monitoringprocess improvementproject managementword processingspreadsheet applicationshealthcare regulationspatient information handling
Soft skills
communication skillsorganizational skillsdiscretionindependent judgmenttraining coordinationteam leadershipproblem-solvingcollaborationprioritizationevaluation
Certifications
Bachelor’s degree in Healthcare AdministrationBachelor’s degree in NursingRegistered Nurse (RN)Licensed Practical Nurse (LPN)
