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Healthcare Customer Service Manager

Advanced Health

Job Location:

Coos Bay, OR - USA

Weekly Salary: USD 2446 - 3669

Posted: 28 October 2026 (14 hours ago)

Application Deadline: 25 January 2027

Vacancies: 1 Vacancy

Job Summary

We are currently hiring a Healthcare Customer Service Manager! If you are a great communicator compassionate enjoy a fast-paced work environment and value being part of a team that makes a difference you may be the right person for the position! Apply today!

Classification:EXEMPT Status & Schedule: FULL-TIME MONDAY FRIDAY 8AM 5PM
Location: ONSITE this position reports to the Coos Bay Office location

Salary:$2446.15 - $3669.23/BI-WEEKLY
Department: MEMBER SERVICES Reports to: DIRECTOR OF MEMBER SERVICES Supervision Exercised: OVERSIGHT OF MEMBER SERVICES STAFF

Job Purpose: Customer Service Manager

The Customer Service Manager leads the daily operations of the Customer Service team ensuring timely accurate and respectful service to members and other customers. This position oversees staff performance and development promotes compliance with organizational policies and applicable requirements and works across departments to address service needs. The manager uses member feedback and performance results to improve processes and service quality while aligning department operations with the organizations mission and strategic goals.

Qualifications Education & Experience

Bachelors degree in healthcare administration business public health or related field strongly preferred; experience in lieu of education may be considered
Three to five years of progressively responsible experience in customer service required
Three years of experience in a supervisory or team lead role strongly preferred
Working knowledge of call center operations including service levels scheduling quality monitoring escalation management and performance metrics required
Demonstrated ability to analyze operational and member service data identify trends monitor performance and use data to support process improvements and decision-making required
Technical experience with customer service call center customer relationship management workforce management or related systems required
Experience working in healthcare managed care or other health plan setting strongly preferred
Traditional Health Worker Certification preferred or required within one year of hire

Essential Responsibilities: Customer Service Manager

Manage the daily operations of a Customer Service team including staffing workflow and workload distribution
Monitor and maintain performance metrics including abandoned calls wait time and other statistics related to call center management
Perform on-going analysis of data and information looking for opportunities for improvement in operational efficiencies and service delivery
Perform effective analysis of telephone reports and report findings to the Customer Service Department and the department director
Propose and implement effective policies procedures objectives and practices to ensure the department consistently achieves customer service standards
Manage quality and audit programs by regularly conducting telephone quality reviews and participating in quality calibration sessions
Produce develop and revise mailings and all member-facing communications and materials in all required versions such as bilingual large print etc.
Apply a health equity lens to customer service operations by identifying and addressing barriers to equitable access and service
Foster effective communication and collaboration between the Customer Service team and other departments
Stay informed about customer service best practices and recommend appropriate improvements to department operations.
Work with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as needed
Create and update documentation and resource materials as needed
Provide staff with the training tools and resources necessary to carry out their work
Ensure adherence to department and organizational standards policies and procedures
Lead the team in achieving established goals and objectives monitoring progress and addressing barriers to success
Prioritize department workload and ensure assignments reports and other responsibilities are completed within established deadlines
Coordinate cross training to support staff development and continuity of department operations
Resolve escalated member concerns by coordinating with appropriate departments to ensure timely responses and identify opportunities to improve service
Promote a positive team environment that supports accountability open communication and professional development
Identify recurring member concerns and service barriers and collaborate with appropriate departments to address underlying issues
Communicate changes in policies procedures and service expectations to staff and support consistent implementation
Lead audit preparation for customer service functions by coordinating documentation reviewing department practices and following up on identified findings.
Review customer feedback service trends and recurring concerns to identify opportunities to improve department processes and service delivery
Follow through on commitments and communicate updates promptly to ensure questions concerns and service needs are addressed
Coordinate with other departments to resolve customer concerns share relevant information and support consistent service delivery
Ensure compliance with company policies and procedures as applicable to area(s) of responsibility
Handle confidential information and materials appropriately and maintain a secure work area
Other duties as assigned

Essential Responsibilities: Organizational Team Member

Participate in quality and organizational process improvement activities when requested
Support and contribute to effective safety quality and risk management efforts by adhering to established policies and procedures maintaining a safe environment promoting accident prevention and identifying and reporting potential liabilities
Openly clearly and respectfully share and receive information opinions concerns and feedback in a supportive manner
Work collaboratively by mentoring new and existing co-workers building bridges and creating rapport with team members across the organization
Provide excellent customer service to all internal and external customers which includes team members members students visitors and vendors by consistently exceeding the customers expectations
Recognize new developments and remain current in care management and coordination best practice standards and anticipate organizational modifications
Advance personal knowledge base by pursuing continuing education to enhance professional competence
Promote individual and organizational integrity by exhibiting ethical behavior to maintain high standards
Represent organization at meetings and conferences as applicable

Essential Responsibilities: Personnel Management

Plan orient and assign work to personnel that supports goals and objectives contained in the organizations Strategic Plan and delivers outstanding team-based services
Promote a culture of risk-management team-based values-based high-performance and continually improving practice that values learning and a commitment to quality
Establish and monitor assigned staff performance assign accountabilities set objectives and establish priorities
Conduct regular check-ins with staff to review workloads address concerns provide feedback and follow up on assigned tasks
Ensure the completion of annual Development Reviews for assigned staff and recommend merit wage adjustments as appropriate per policy
Collaborate with staff and leadership to implement improvements monitor results and follow up to ensure corrective actions are completed and effective
Conduct informal and formal employee performance evaluations and address performance concerns through coaching and corrective action in coordination with Human Resources
Assist in the recruitment hiring orientation development and evaluation of assigned staff to ensure
Promote employee retention productivity and satisfaction through ongoing support encouragement empowerment coaching and effective teamwork
Ensure staff comply with approved organizational policy and procedure
Knowledge of federal and state employment and labor laws
Assist employees to read interpret and apply policies and procedures
Support and mobilize assigned staff to engage in their assigned work through implementation of team building performance coaching and problem-solving strategies
Ensure that staff is cross trained to accomplish the goals and objectives of the organization
Responsible to back-up assigned staff workloads when necessary
Respond to the needs of direct and indirect staff with clear open and honest communication mutual respect and consistent follow through to generate trust and enhance personal effectiveness
Address and document performance and conduct concerns promptly coordinating with Human Resources and department leadership on corrective action and recommendations for termination when appropriate Provide clear instruction and practical training to support staff learning and skill development.

Knowledge Skills & Abilities:

Knowledge of evidence-based practices and requirements to evaluate existing standards and implement new procedures
Understanding of principles of health care of populations
Knowledge of OHP program requirements benefit package eligibility categories and Oregon Division of Medical Assistance Program (MAP) rules and regulations preferred
Knowledge of the Oregon Health Authorities Coordinated Care Organization required metrics
Understanding of basic concepts of managed care
Ability to interpret and explain complex benefit and coverage information in clear understandable language
Critical attention to detail for accuracy and timeliness
High degree of initiative judgment discretion and decision-making
Ability to exercise sound clinical judgment independent analysis critical thinking skills and knowledge of health conditions to determine best outcomes for members
Ability to report to work as scheduled and willingness to work a flexible schedule when needed
Proficient in Microsoft Office Suite and Windows Operating System (OS)
Strong computer and data analysis skills
Training in or awareness of Health Literacy Poverty Informed Systemic Oppression language access and the use of healthcare interpreters uses of data to drive health equity Cultural Awareness Trauma-Informed Care Adverse Childhood Experiences (ACEs) Culturally and Linguistically Appropriate Service (CLAS) Standards and universal access
Knowledge and understanding of how the positions responsibilities contribute to the department and company goals and mission
Knowledge of federal and state laws including OSHA HIPAA Waste Fraud and Abuse
Awareness and understanding of equity diversity inclusion and the equity lens: ability to analyze the unfair benefits and/or burdens within a society or population by understanding the social political and environmental contexts of policies programs and practices
Excellent people skills and friendly demeanor
Critical thinking skills of using logic and reasoning to identify the strengths and weaknesses of alternative solutions conclusions or approaches to problems
Attention to detail and organization skills
Ability to handle stress and sensitive situations effectively while projecting a professional attitude
Ability to deescalate difficult interactions resolve escalated member concerns and recognize when additional support is needed
Ability to communicate professionally both conversing and written
Ability to work with diverse populations and interact with people of differing personalities and backgrounds
Sensitive to economic considerations human needs and awareness of how ones actions may affect others
Ability to organize and work in a sensitive manner with people from other cultures
Poised; maintains composure and sense of purpose
Ability to proactively identify ways to improve quality productivity and customer service
Ability to assess staffing needs monitor call volumes and adjust work assignments to maintain timely and responsive service
Ability to effectively use phone system and system reports to effectively supervise department and individual performance
Excellent problem solving and decision-making skills
Ability to provide effective team leadership including coaching and mentoring
Ability to lead under pressure in a complex and rapidly changing environment
Exemplify composure and sense of purpose

Working Conditions:

This position must have the ability to remain in a stationary position occasionally move about inside the office to access office machinery printer etc. frequently communicate and exchange accurate information.

Work Condition: Onsite Work

Employee generally works within the interior of an office.

Employee may travel locally and be responsible for own transportation. Out of area travel may be required on occasion.

Hours of operations and specific staff scheduling may vary based on operational need.

The office environment is clean with a comfortable temperature and moderate noise level.

Exposed to: Cold/heat controls close contact with employees and the public in office environment.

Machines equipment tools and supplies used: Constantly operates a computer or other office productivity machinery such as postage machine fax copier calculator multi-line telephone system scanner

May answer a high volume of telephone calls complete documentation and use computer programs to either obtain or record information.

Multiple Duties: Must be able to work under conditions of frequent interruption and be able to stay on task.

Other Information:

This job description is intended to provide only basic guidelines for meeting job requirements. This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of DOCS Management Services employees. Other duties responsibilities and activities may change or be assigned at any time with or without notice.

Required Experience:

Manager

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