SUMMARY OF RESPONSIBILITY: Customer Care Representative Manager oversees the Customer Care Representative support function at the division level and maintains staff levels to assure that order processing and Account Manager (AM) support needs can be met or exceeded. CCR Manager will work to ensure the timeliness and accuracy of order processing within the division.

Essential Functions:

• Manages Customer Care Representatives (CCRs) daily activities.
• Recruits, hires, trains, disciplines and terminates CCC staff as needed.
• Assesses competency, capacity and performance of CCR staff.
• Assures CCRs are effectively supporting the needs AM’s within the Division.
• Assures CCRs effectively manage OIP through OIP meetings or delivery planning process.
• Assures that CCRs maintain effective relationships with referrals and customers.
• Assures that CCR staff can work effectively with other staff or departments to move orders in a timely and accurate fashion.
• Works with VP to balance load of OIP to maintain order processing efficiency.

Other Functions:

• Works in conjunction with other dept. management to maintain continuity of service, timeliness and accuracy of orders.
• Handles order resolution when escalation is necessary.
• Addresses customer concerns when escalation is necessary.

The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

QUALIFICATIONS AND COMPETENCIES:

• Bachelor’s degree in business or other related field experience is required
• Strong interpersonal skills and problem resolution abilities.
• Strong ability to assess ability and capacity of staff.
• Strong customer service skills and knowledge of order process.
• Knowledge of funding and payer requirements.
• Ability to work in a high paced environment.

Required Skills

Required Experience