Customer Service Team Manager, Branch Operations

Apria Healthcare•San Leandro, CA

1d•$66,560 - $90,286

About The Position

The Customer Service Team Manager supervises full-time and part-time employees who serve patients and customers in person and through email, phone, live chat, and other methods. The role provides guidance and leadership so staff can achieve customer satisfaction through effective communication, problem-solving, and efficient processes. The manager fosters an employee-centric environment through open communication, clear goals, motivation, feedback, conflict resolution, recognition, encouragement of creativity, and team-building activities. The position oversees day-to-day branch operations and team performance, including order processing, patient and referral-source engagement, and front desk reception. It supervises Branch Coordinators and direct reports, provides coaching and performance feedback, and is responsible for performance management, hiring, and discipline. The role may also assist with implementing policies and programs and supporting Sales with major accounts and referral sources. The position requires proven team leadership or supervisory experience, knowledge of performance metrics, and PC skills, particularly Microsoft Excel. Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, and Word are listed, along with English-language proficiency and intermediate mathematical ability. A management degree or team-leading training is a plus. The role is a stationary position involving frequent sitting or standing and may occasionally involve lifting equipment up to 50 pounds and other physical activities. The listed annual salary range is $66,560–$90,286. Accendra Health describes its benefits program as including medical, dental, and vision coverage; paid time off; a 401(k) plan; flexible spending accounts; basic life insurance; short- and long-term disability coverage; accident insurance; a teammate assistance program; paid parental leave; domestic partner benefits; and mental, physical, and financial well-being programs.

Requirements

Proven work experience as a team leader or supervisor.
In-depth knowledge of performance metrics.
Good PC skills, especially Microsoft Excel.
Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
English reading, writing, and verbal skills.
Intermediate mathematical proficiency, including the ability to understand, interpret, and develop spreadsheet data.
Patient-focused, action-oriented, collaborative, effective communication, energy and passion, and relationship-building abilities.
Ability to perform the described physical demands, including occasional lifting of equipment up to 50 pounds.

Nice To Haves

A degree in management or training in team leading.

Responsibilities

Delegate tasks and set deadlines.
Oversee day-to-day operations.
Monitor team performance and report on metrics.
Perform quality checks on individual work, identify training needs, and provide coaching.
Ensure team members complete order processing using current tools, processes, and technology.
Oversee patient and referral-source engagement regarding order status and ensure timely follow-up as needed.
Manage the front desk reception area and supervise Branch Coordinators.
May assist in implementing new policies and programs.
May assist Sales in maintaining contact with major accounts and key referral sources within the branch territory.
Perform other duties as required.
Manage direct reports’ performance, hiring, and discipline.
Provide direction and guidance on work assignments, timely coaching and feedback, and ensure assignments are completed accurately, efficiently, and on time.
Foster an inspiring team atmosphere with open communication, clear goals, motivation, listening and resolving issues, recognition of performance, encouragement of creativity, and team-building activities.