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Healthcare Director of Customer Service
San Bernardino Metro Area
Business Operations
Project Management
JN -012018-20796

Established corporation located in Pomona, CA is looking to hire a Director of Customer Service:

  • Establish and manage the day-to-day operations of the Customer Service Operation and Payment Center Functions within the Call Center
  • In partnership with leaders, drives accountability through company data and metrics and to ensure quality to the members using the Call Center lines
  • Define the desired customer experience and develop SOPs and technical infrastructure to ensure the defined customer experience is achieved and maintained
  • Development of performance metrics to measure productivity and customer/patient satisfaction
  • Report on service metrics to management teams and insurance plan representatives
  • Bachelor’s Degree is strongly preferred but not required
  • MUST have Healthcare or Hospital experience including, insurance benefits and billing. 
  • Experience working for a Durable Medical Equipment distributor. 
  • Must have significant experience in delivering and managing the day to day operations of a Customer Service Call Center with strong background in delivering superior service through metrics.
  • Demonstrated ability to create and lead teams through organizational growth and scaling using project management skills and demonstrated ability to work collaboratively in a fast paced matrix environment. 
  • Minimum of 10 years of relevant experience, of which 7+years should be in a management role.
  • Project management and prior experience developing and creating cross-functional customer service operation required.

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