Manager, Customer Operations
About The Position
Sentara Norfolk General Hospital is hiring a Full-time, day-shift Manager, Customer Operations (Patient Experience). The Customer Operations Manager oversees the delivery of exceptional customer service, streamline operational processes, and ensure compliance with industry regulations. Oversee the day-to-day operations of the customer service team, ensuring timely and effective resolution of customer inquiries. Develop and implement customer service policies, procedures, and workflows to enhance efficiency and quality of service. Monitor and analyze customer feedback, identifying trends and opportunities for improvement. Act as the primary escalation point for complex customer issues, ensuring satisfactory resolution. Responsible for member/patient satisfaction, retention, and growth by efficiently delivering competitive, consumer focused services through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.
Requirements
- Bachelor's Level Degree (Required)
- 5 years Related experience (Required)
Nice To Haves
- Patient experience and Leadership experience (Preferred)
- Microsoft Office Savvy including Word, Excel, PowerPoint, Outlook, and Power BI (Preferred)
- Experience analyzing and identifying trends in data (Preferred)
- Comfortable Presenting to Large Groups (Preferred)
Responsibilities
- Oversee the day-to-day operations of the customer service team, ensuring timely and effective resolution of customer inquiries.
- Develop and implement customer service policies, procedures, and workflows to enhance efficiency and quality of service.
- Monitor and analyze customer feedback, identifying trends and opportunities for improvement.
- Act as the primary escalation point for complex customer issues, ensuring satisfactory resolution.
- Responsible for member/patient satisfaction, retention, and growth by efficiently delivering competitive, consumer focused services through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.
Benefits
- Medical, Dental, Vision plans
- Adoption, Fertility and Surrogacy Reimbursement up to $10,000
- Paid Time Off and Sick Leave
- Paid Parental & Family Caregiver Leave
- Emergency Backup Care
- Long-Term, Short-Term Disability, and Critical Illness plans
- Life Insurance
- 401k/403B with Employer Match
- Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
- Student Debt Pay Down – $10,000
- Pet Insurance
- Legal Resources Plan
- Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
