Client Relations Manager (Healthcare)

$125,000 - $150,000/Yr

Quality Guard - Las Vegas, NV

Full-time - Mid Level

Remote - Las Vegas, NV

1-10 employees

About the position

Quality Guard MSO is a growing healthcare organization dedicated to providing exceptional services with a focus on driving patient encounters and quality care in the urgent care sector. The Client Relations Manager will oversee, build, and manage call center operations, particularly focusing on intake calls related to personal injury cases. This role requires a dynamic leader who can foster a culture of exceptional customer service while ensuring that patient inquiries are handled efficiently and effectively. The Client Relations Manager will supervise a team of Patient Care Navigators, ensuring they are well-trained and equipped to provide the highest standards of service quality. In addition to managing the call center, the Client Relations Manager will be responsible for data entry, performance measurement, and continuous process improvement. This includes overseeing the intake process for personal injury cases, ensuring that all relevant information is accurately collected from patients. The role also involves analyzing data to identify trends, track performance metrics, and evaluate team effectiveness. The Client Relations Manager will develop and implement performance metrics and KPIs to assess team performance, monitor key indicators such as talk time, answer times, call resolution rates, and patient satisfaction scores. The ideal candidate will have substantial experience in personal injury case management and a strong background in customer service. They will be responsible for providing comprehensive training and ongoing support to Care Navigators, ensuring compliance with industry regulations and quality assurance standards. This position is crucial in guiding patients through their healthcare journey while maintaining the highest standards of service quality and efficiency.

Responsibilities

• Lead the build-out of the Contact Center and manage the scheduling, hiring, and supervision of a team of Care Navigators responsible for patient inquiries and intake calls.
• Oversee the intake process for personal injury cases, ensuring that all relevant information is accurately and promptly collected from patients.
• Foster a culture of exceptional customer service by addressing patient concerns, resolving issues effectively, and ensuring a positive patient experience.
• Oversee data entry tasks related to patient information, case details, and call records.
• Analyze data to identify trends, track performance metrics, and evaluate team effectiveness.
• Develop and implement performance metrics and KPIs to assess team performance.
• Monitor key indicators such as talk time, answer times, call resolution rates, and patient satisfaction scores.
• Identify and implement opportunities for process improvement within call center operations to optimize efficiency and enhance service delivery.
• Provide comprehensive training and ongoing support to Care Navigators to ensure they have the necessary knowledge and skills to excel in their roles.
• Ensure adherence to industry regulations, company policies, and quality assurance standards.

Requirements

• Proven experience in managing call center operations, preferably in a healthcare or personal injury setting.
• Extensive knowledge of personal injury intake processes and legal requirements.
• Experience in scheduling, hiring, monitoring, and providing training in a supervisory role.
• Strong understanding of customer service principles and practices.
• Proficiency in data entry and analysis, with experience using CRM or call center software.
• Excellent communication skills, both verbal and written.
• Ability to lead, motivate, and coach a team effectively.
• Detail-oriented with strong organizational and problem-solving abilities.
• Experience in patient services or healthcare administration.
• An extroverted personality with a strong desire to learn and grow within the role.