Customer Support Operations Manager

Profile

We are a national virtual care solution, built to drive consistent high-quality primary care. Our work pushes the boundaries of what is possible in healthcare. The Hydrogen Solution blends the use of AI technology, secure text, and video. We provide comprehensive primary care services to diagnose and treat dozens of chronic conditions, without in-person care, which makes us unique, as we eliminate the friction that feeds the primary care gap. We are encouraged to be curious, collaborate, and turn ideas into solutions that make healthcare better for all.
Once you join the team you will oversees day-to-day operations, resolves claims-related issues, and ensures compliance. You will develop processes and implement plans in line with customer commitments to improve the quality of the customer support experience. Additional responsibilities will include daily support experience for the **MEMBERS ONLY**SIGN UP NOW***. solution and collaborating with virtual care delivery partners to ensure their service quality aligns with Hydrogens standards.
Compensation Range
: $110,000 - $130,000, please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location.
What You Will Be Doing:
Operational Management:
Manage day-to-day telecom and contact center operations, including inbound and outbound calls, chat, and email communications for clients and consumers.
Drive resolution to issues related to claims payment, billing, and refunds ensuring timely and accurate resolution.
Integrate processes, technology, and business requirements to create an efficient and high-performing Level 1 Customer Support center.
Monitor third-party service level agreements (SLAs) and develop partner procedures and policies to ensure Care Delivery standards meet enterprise client expectations.
Training and Compliance:
Partner cross-functionally to assist with training programs and content that reinforce compliance with policies, processes, SLAs, and new launches.
Continuously monitor and improve training materials to enhance customer support capabilities and compliance.
Performance Analysis and Reporting:
Analyze and report on key performance indicators, such as call SLAs (answer rate, wait times, abandon rate, average call time), service issue resolution, and client satisfaction.
Identify trends and areas for improvement based on performance data and customer feedback.
Utilize insights to implement process enhancements and improve overall customer support experience.
Client Service Resolution:
Resolve client service grievances, working closely with stakeholders to identify, examine, and develop immediate and long-term resolutions for technical and operational issues.
Provide timely and effective solutions to ensure client satisfaction and maintain positive client relationships.
Escalate complex issues to appropriate internal teams and follow through on resolution.
Continuous Improvement Initiatives:
Lead initiatives to improve the Hydrogen experience and reduce support burdens by creating access to solution learning materials for customers.
Identify opportunities for process improvements, operational efficiency, and enhanced customer support.
Collaborate with cross-functional teams to implement initiatives that drive continuous improvement and enhance the overall customer support function.
Requirements
Bachelors degree. Combination of education and experience maybe substituted for requirements
3 years of operation management experience
2 years of prior healthcare industry experience
Proficient in reading and understanding contracts, SOWs, and applying them to operations.
Experience in writing and updating SOPs
Ability to multitask without supervision
Benefits
Fast growing startup in healthcare technology
Tech suite powered on cutting edge artificial intelligence
10 company holidays plus 10 additional 3-day weekends per year
Hybrid and remote work environment with offices in Dallas and Chicago
Competitive benefits, including major medical, dental, and vision plans, paid time off, performance bonus plan, 401k with employer match, plus supplemental insurance options
**MEMBERS ONLY**SIGN UP NOW***.

Company info

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