Customer Account Department Management

Durham, NC 27713

Industry: Customer Account Department Management Job Number: 3696347 Pay Rate: $85,000.00 + (DOE)

Job Description


The Greer Group is recruiting a Customer Account Department Manager for our client in Durham, NC.

This is a direct hire opportunity!

 
  • Manage, coordinate and lead the activities of the Customer Account Representative teams to maintain and enhance customer relationships while meeting organizational and operational objectives.
  • Lead while providing high quality and efficient customer service to all internal and external customers through daily management of direct reports including hiring, motivating, coaching, counseling, and problem solving.
  • Responsible for completing performance evaluations for all personnel reporting to the position.
  • Resolve employee relations issues expressed by the team and address disciplinary and/or performance problems.
  • Collaborate and communicate with the Director of Operations on issues that impact customer service.
  • Assist reimbursement department to ensure collaborate approach exists between both areas to promote quality service standards.
  • Serve as a subject matter expert on Quality System requirements and company policies and procedures.
  • Ensure supervisors and other team members are responding to customer and employee concerns in a timely and efficient manner.
  • Conduct regular meetings with supervisors.
  • Identify and develop departmental training needs.
  • Validate companies’ CRM system with service modifications, troubleshooting the system, training on CRM, reporting and other duties related to this task.  
  • Lead and actively participate in meetings, present at meetings and trainings.
  • Back up companies’ Executive Team with updated policy decisions.
  • Work with supervisors to develop a staffing plan based on work volume, and ensure appropriate resources are in place at all times.

 

 

 

Job Requirements

  • 5+ years experience as a proven engaging leader preferably in a medical or highly regulated environment with a successful track record of delivering service excellence.
  • Advanced database skills with proficiency in Microsoft Office (Excel, Jet Reports, Word, Outlook) and ability to learn Microsoft Dynamics Navision ERP & CRM systems.
  • Ability to create, monitor, and report identified metrics measuring Customer Account Representatives work and customer satisfaction to management.
  • Ability to learn and carry out company quality system requirements, operational procedures, regulatory requirements, and Medicare and Medicaid providers.
  • Ability to travel up to 10%.
  • Ability to work a flexible schedule when needed.
  • Bachelor’s Degree or equivalent education or experience.

 

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