Job Description
Are you passionate about healthcare and having an impact on patient lives?Custom Health is seeking a Client Services Manager to be part of our amazing team!What we do!Custom Health provides a comprehensive tech-enabled med management and managed care solution resulting in 98% medication adherence for our patients across the United States and Canada. Operations are powered by proprietary software which orchestrates: i) fully automated owned and network pharmacies, ii) at-home medication management solutions, iii) real-time clinical oversight by 200+ pharmacist-lead clinicians, and iv) the collection of real-time, real-world data and insights.What you'll do!The Client Services Manager at Custom Health is responsible for ensuring exceptional customer service, timely issue response, and resolution in accordance with company regulations and policies. A successful Manager will effectively manage competing priorities in a fast-paced environment while maintaining high organization and attention to detail. This role requires excellent communication skills (both written and verbal), interpersonal abilities, leadership, coaching, and conflict-resolution skills.Job Duties:PersonnelManage resources to ensure adequate staffing levels meet SLA requirements with clients.Serve as the escalation point for all system downtimes, customer issues, and departmental concerns.Conduct semi-annual performance evaluations and provide ongoing coaching and feedback to employees.Oversee the recruitment, retention, and development of Client Service Associates (CSAs).Organize professional development opportunities and tasks for team members.Conduct weekly check-ins with the Client Service Team Lead and monthly one-on-one meetings with team members to provide coaching on professional development.Participate in monthly Quality Assurance reviews and KPI check-ins with team members in conjunction with the Team Lead.Communicate company updates and vision to the client services team and drive the implementation of plans and initiatives from the Senior VP of Operations.Foster a healthy culture, environment, ethics, and values within the department in line with organizational standards.Provide feedback and coaching to team members on customer issues, processes, troubleshooting, and workflow.Handle all disciplinary and performance concerns.Act as the secondary escalation point for any unresolved high-severity client issues that occur during weekends or after-hours for the Service Desk team.Report, manage, and uphold departmental Key Performance Indicators (KPIs) and employee Objectives and Key Results (OKRs).Perform ad hoc departmental reporting and other duties as assigned.ProcessesEvaluate and refine interdepartmental processes to identify and resolve inefficiencies and enhance workflow and support practices.Maintain comprehensive knowledge of all departmental escalation and service processes, as well as all products.Formulate plans and policies to maintain excellent service levels and improve departmental practices.ProductsDevelop and maintain strong relationships with customers, vendors, and partners.Manage training for products, new releases, and leadership development.Run weekly meetings with partners to address performance and service issues.Participate in internal, cross-departmental, customer, and vendor meetingsJob Qualifications:3+ years of management or supervisor experience in a related fieldStrong understanding of business management, financial, and leadership principlesMinimum 5+ years of relevant service desk, call center, or customer support experienceExperienced in the use of Microsoft Excel, Word, Outlook, and SalesforceThis role is primarily remote, but the selected candidate may be required to come into the office as needed for important meetings, training sessions, and team collaborations.Stop the guesswork. Guessing is fun. But not when it comes to medication.Custom Health is a tech-enabled health services company. We connect people with community pharmacists to manage drug complexity and maximize health benefits through personalized medication delivery, virtual monitoring, and proactive care. Our fully automated, high-volume central-fill pharmacy hubs, proprietary health platform, and medication adherence network power a robust, scalable solution to chronic condition management that leads to better patient outcomes and total cost of care reduction.Together, we can support everyone to be successful in their roles. We know that supporting our employees means our customers, patients, and their families get the information and services they need to be successful.Want to learn more about what we do? Watch this video.Sound interesting? Ready to have some fun? Then apply today.Custom Health is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.Powered by JazzHRCustom Health
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