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. At Quality Guard MSO, our overarching goal is to leverage our provider infrastructure and network, combined with Quality Guard MSO's Patient Interaction (PI) specialties, to deliver exceptional service to patients in need, ultimately increasing patient encounters through a generally untapped market for urgent care in California. We are committed to delivering high-quality care and support to individuals who have been affected by personal injuries, ensuring they receive the assistance they need to achieve optimal recovery and well-being. We are seeking an enthusiastic, extroverted, and skilled Client Relations Manager to oversee, build, and manage our call center operations, focusing on intake calls. The ideal candidate will have substantial experience in personal injury case management and a strong background in customer service. This role involves supervising and developing a team of Patient Care Navigators, ensuring that patient inquiries are handled efficiently, and maintaining the highest standards of service quality. Additionally, the Client Relations Manager will focus on data entry, performance measurement, and continuous process improvement to enhance team productivity and service excellence.

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. Conduct regular audits and reviews to maintain compliance and service quality.

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.