Customer Service Manager (Healthcare Operations)

PROCARE INC•Meridian, ID

1d•$50,000 - $65,000•Onsite

About The Position

At ProCare Medical Equipment, we help patients receive the equipment and services they need to remain safe, comfortable, and independent. We're looking for an experienced Customer Service Manager who can lead a high-performing team, improve operational processes, and create an exceptional customer experience. If you're a natural leader who thrives on coaching people, solving problems, and building efficient systems, we'd love to meet you.

Requirements

3+ years of leadership experience in customer service, healthcare, medical equipment, healthcare administration, or a related field.
Proven ability to manage and develop teams.
Strong problem-solving and conflict-resolution skills.
Exceptional written and verbal communication skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Experience using Microsoft Office and business software systems.

Nice To Haves

Experience in Durable Medical Equipment (DME), healthcare, hospice, skilled nursing, home health, or healthcare operations.
Experience with CRM, ERP, or order-management systems.
Process improvement and operational leadership experience.

Responsibilities

Lead, coach, and develop a team of Customer Service Representatives.
Conduct daily huddles, one-on-one coaching, and performance reviews.
Build a culture of accountability, teamwork, and customer excellence.
Identify and develop future leaders within the department.
Ensure customers receive prompt, professional, and compassionate service.
Handle escalated customer concerns and resolve complex issues.
Monitor customer satisfaction and implement improvement initiatives.
Strengthen relationships with key healthcare partners and customers.
Oversee order intake, documentation, scheduling, and communication workflows.
Collaborate with warehouse, delivery, billing, and sales teams to ensure seamless service.
Audit orders and processes for accuracy and compliance.
Analyze trends and implement solutions that improve efficiency and reduce errors.
Track key performance indicators including: Customer satisfaction, Response times, Order accuracy, Escalation rates, Team productivity.
Provide actionable recommendations to leadership based on performance data.