Assistant Manager Concierge
About The Position
The Assistant Manager Concierge oversees a team of healthcare concierge members and helps them develop expertise in drug and healthcare services. The role manages daily team operations, including coaching, monitoring productivity and quality, onboarding team members, and addressing escalated concerns. The team supports clients and candidates by coordinating drug and occupational health programs and tracking performance indicators related to productivity, quality, and team morale. The position communicates with internal and external teams to maintain a smooth client experience. This is a fully remote, work-from-home position. The employee must be based in and authorized to work in the United States. Support hours fall sometime between 10:30 a.m. and 8:00 p.m. Eastern Time. Overtime may be needed to meet team and client needs.
Requirements
- Associate degree or equivalent work experience.
- Proven experience supervising and motivating a team to achieve performance goals.
- Familiarity with healthcare services and client needs.
- Comfort using technology, including operating systems, the internet, Excel, and software applications.
- Strong customer focus and attention to detail to ensure accuracy and quality.
- Proficiency with Microsoft Office Suite, internet searches, and database lookups.
- Ability to manage multiple priorities, stay organized, and meet deadlines.
- Ability to follow company and customer-specific directions while working autonomously.
- Energetic, self-motivated, detail-oriented, with a strong work ethic.
- Collaborative approach and comfort working with diverse teams locally and remotely.
- Willingness to work overtime as needed to meet team and client needs.
- Experience providing exceptional client support and service.
- Proficiency in reading, writing, and speaking English.
- Punctuality, dependability, and commitment to meeting job expectations.
- Must be based in and authorized to work in the United States.
Nice To Haves
- Bachelor’s degree preferred.
- Experience in customer service or call-center environments is a plus.
Responsibilities
- Provide ongoing training and support to the Concierge Team on work processes and standard operating procedures.
- Monitor team productivity and quality to support client satisfaction.
- Address team inquiries and provide guidance, coaching, and feedback.
- Escalate issues or concerns to the Concierge Operations Manager for resolution.
- Update and refine procedures and protocols to improve efficiency.
- Onboard and integrate new team members, ensuring they understand team processes and expectations.
- Deliver exceptional customer service and a seamless client experience.
- Foster a positive team environment by leading with integrity and setting a strong example.
- Track and manage team performance to ensure goals and key performance indicators are met.
Benefits
- Medical, vision, dental, and supplementary benefit plans.
- Paid parental leave and bereavement benefits.
- 401(k) with employer match.
- Employee Stock Purchase Plan (ESPP).
- Competitive and flexible paid time off.
- Nine paid company holidays.
- Volunteer Time Off Policy of up to eight hours per year.
- Remote work.
- Employee Impact Groups.
- FA Cares volunteer opportunities.
- Mentorship Advantage Program.
- SOAR manager development program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
