Customer Relations Manager

Agape Care Group•Columbia, SC

About The Position

Are you a service-driven leader who thrives in fast-paced healthcare environments and is passionate about creating exceptional experiences for patients and families? Join our team as a Customer Relations Manager, where you’ll lead the critical referral-to-admission process and ensure every patient interaction is handled with urgency, accuracy, and compassion. This role is ideal for professionals with experience in healthcare operations, call center leadership, or hospice intake who excel at team leadership, process improvement, and cross-functional collaboration. As a Customer Relations Manager, you will serve as the central hub connecting referral sources, clinical teams, and families—ensuring a seamless transition into hospice care. We believe that delivering exceptional patient care starts with building strong, supported teams. As a Customer Relations Manager, you’ll have the opportunity to lead with purpose, influence outcomes, and drive meaningful impact across the organization. As a regional leader in hospice and palliative care, Agape Care Group proudly serves patients through its family of care providers — Agape Care South Carolina, Georgia Hospice Care, Hospice of the Carolina Foothills in North Carolina, and ACG Hospice in Alabama, Kansas, Louisiana, Missouri, Oklahoma, Texas and Virginia. The company’s employees are committed to serving with love those touched by an advanced illness, providing comfort and support through compassionate care and meaningful experiences. At any location within our company, you'll find a career that means something. You'll not only have the opportunity to use your skills to make a real difference, but you'll also be part of an inclusive, respectful work environment filled with peers who have answered the call to care for others. Our mission is to serve with love, providing comfort and support through compassionate care and meaningful experiences. For our team members, these aren’t empty words. In every interaction, no matter how big or small, we’re dedicated to providing a superior experience for patients facing life-limiting illnesses and their families.

Requirements

2–3 years of customer service or call center leadership experience required
Strong leadership and team development skills
Excellent verbal and written communication
Exceptional organizational and multitasking abilities
Ability to manage people, processes, and high-volume workflows effectively
Proficiency in computer systems and documentation platforms
Ability to work flexible shifts as needed
Reliable transportation, valid driver’s license, and proof of insurance
Ability to sit, stand, bend, and move intermittently throughout the day
Comfortable working in an environment supporting patients with serious illness

Nice To Haves

Bachelor’s degree in a healthcare-related field preferred
Hospice or healthcare experience strongly preferred

Responsibilities

Overseeing the full referral-to-admission process, ensuring timely, accurate, and complete documentation
Leading and developing a team of Customer Relations Specialists to meet service and quality standards
Serving as the primary liaison between referral sources, sales teams, clinical teams, and patients/families
Monitoring referral activity, tracking trends, and ensuring accurate data entry and reporting
Coordinating staffing and workflow to meet daily volume and performance expectations
Coaching team members on customer service excellence and best practices
Identifying process improvements to enhance efficiency, accuracy, and patient experience
Ensuring compliance with all regulatory, HIPAA, and payer requirements