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Client Care Manager

Sameday Health
Los Angeles, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Sameday Health is dedicated to healthcare as a complete experience. Our purpose is to create healthcare that centers around the client by combining a human-centered approach with intuitive technology to offer quality care in our clinics or at your door.

Since the opening of our first clinic in Venice, CA at the height of the COVID-19 pandemic, Sameday has been focused on closing gaps in the healthcare system. We provide expanded healthcare in our 50+ locations across the country including LA, San Francisco, New York, Miami, DC, Boston, and more. Sameday Health serves its clients wherever, and whenever, it's most convenient for them.

Inspired by the lotus flower's ability to thrive in even the toughest terrains, Sameday Health is on a mission to help our clients in their moments of need by providing hope and personalized care.

To learn more about Sameday Health, visit us at Samedayhealth.com

Your Impact

The health and wellness of our clients is the core of what we do at Sameday Health. We are pushing the limit on delivering superior client care, quality management, workforce planning, coaching, and talent development. We are building towards an omni-channel model where we can have 360 degree end-to-end views of the clients' journey in order to continuously make a positive impact.

The leader in this role will thrive in a growing, fast-paced, ever-changing, ever-improving work environment. You will bring an expertise in Zendesk service design to develop robust knowledge systems, process automation, increase agent productivity, and connect the entire business as the 'Single Source of Truth.'

What You'll Do
  • Provides direct supervision of a team of 3-5 Supervisor level, and indirectly lead Sameday Health digital contact center agents and outsourced resources. Handle escalations as needed (internal and client-facing).
  • Drives the alignment, consistency, cohesiveness in people practices, team management, and customer service to achieve department & company goals.
  • Grows and leads an innovative, creative and fun environment where employees strive to deliver superior client experiences. Reward and recognize above-and-beyond performance.
  • Effectively guide and lead the work force by establishing goals, directing their work, providing insights, and developing their skills.
  • Responsible for the achievement of overall goals with a focus on KPIs and metrics including number of chats & emails handled, post chat & ticket satisfaction, labor utilization, speed of response time to chat & ticket inquiries.
  • Provide reports and/or assessments of Digital Contact Center performance, attendance, development, and achievements as assigned. Consistently improving QA audit scores. Conduct Quarterly Performance Reviews and weekly touch-base meetings.
  • Leading and implementing change management initiatives, keeping in compliance with industry regulatory practices and departmental rules and policies, e.g. HIPAA and PCI.
  • Meeting expense requirements and delivering cost efficiencies for budget management.
  • Be the Voice of the Client (VOC) by providing ongoing feedback on products, solutions, and support services. Drive increase in customer satisfaction (CSAT) scores.
What You'll Bring
  • Bachelor's degree or equivalent education/work experience
  • Prior contact center leadership is preferred
  • Experience working cross-functionally; collaboratively across a diverse group
  • Strong written and verbal communications
  • Working knowledge of Zendesk is required
  • Ability to quickly develop understanding of applications, software, and tools
  • Ability to engage with leaders at all levels across the business
  • Excellent business acumen and high emotional intelligence
  • Demonstrate strong focus on client needs and delivering solutions
  • Strong analytical skills with ability to convert data into actionable information
Our Culture & Perks
  • Beautiful headquarters office in Venice, CA
  • Competitive market salaries and full employee medical benefits
  • Comprehensive Medical/Dental/Vision benefits
  • Employee premium coverage
  • Dependent coverage
  • 401k match
  • Autonomy to build something from the ground up
  • Life Balance Initiatives and wellness benefits such as a subscription to Headspace, responsible time off, a dedicated Recharge Room, and daily healthy lunches provided when in office
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Sameday Health

Address

Los Angeles, CA
USA

Industry

Business

View all jobs at Sameday Health