Pathways’ Customer Service Manager plays a key role in the company’s mission by overseeing two of the company’s key processes-communication (telephone and fax) and patient scheduling. The Customer Service Manager and Representatives, using an information system called Freshdesk, ensure the efficient flow of information from patients and referral sources. They answer all telephone calls and as necessary triage them to the appropriate party and follow up if the calls are not responded to in a timely manner. Further, they review all incoming faxes and ensure they are placed in the proper workflow so that the appropriate team members can respond. Our Patient Experience Team is vital to ensuring patient satisfaction by answering calls empathically and promptly and ensuring that patients and their family members receive the needed assistance. In addition, the Customer Service Manager oversees the Scheduler who is responsible for ensuring that patients receive their necessary visits.

This is a full-time, Monday through Friday position that will transition to hybrid after training has completed at the Home Office in Westwood.

Responsibilities

Oversee team of Patient Experience Representatives and Schedulers by helping to hire, train and retain
As needed, assist with coverage with phone management and scheduling.
Interact with patients in a positive and professional manner via telephone
Handle multiple calls while maintaining exceptional patient experience
Educate patients using data derived from their electronic medical records
Communicate well with our healthcare team and be a liaison between our patients and our staff
Embrace new technologies and continuous improvement to provide our patients with the best possible experience
Perform administrative functions as necessary
Respond to and reply to requests for information
Maintain strict compliance to HIPPA and patient privacy
Perform other related job duties as assigned

Qualifications

High school diploma or equivalent; College degree preferred.
Two years of work experience in an administrative role in a health care setting.
None required. Need to be able to commute from home to Home Office.
Prolonged sitting and computer use. Visual acuity and hearing to perform required technical skills. Ability to travel to Home Office and/or Centers.
Ability to exemplify Pathways’ Values and Behaviors. Excellent verbal and written communication skills. Excellent interpersonal, organizational, and problem-solving skills. Ability to learn new technologies. If job permits some work at home, need a designated safe and quiet office space at home.
Homecare Homebase knowledge and skills are preferred.

Benefits & Compensation

Competitive Salary
Robust 401(k), HMO & PPO Plans, Dental, Vision, FSA and Life Insurance
100% employer paid Short-Term Disability plan
Start at 3 weeks of PTO with tenure increase
Separate Sick Time balance
Leadership Development & Growth Opportunities
Consistent, day-shift hours

Pathways Healthcare is committed to providing exceptional care to our patients and fostering a positive work environment for our team members. If you're passionate about making a difference in people's lives and possess the required qualifications, we encourage you to apply for this exciting opportunity!