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Customer Operations Manager

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Customer Operations Manager who is responsible for managing the day-to-day operations of the Scan.com customer service/operations team of Schedulers and Operations Leads, ensuring efficient workflows, and aligning operational goals with customer satisfaction objectives. This role is critical for overseeing the performance of schedulers and customer service, managing patient scheduling, and optimizing the workflow between customer service agents, imaging centers and market managers. The Customer Operations Manager will focus on achieving service-level targets, resolving escalated customer issues, and implementing process improvements to enhance operational efficiency and customer experience in their assigned market.  

We are ideally looking for someone located in the Texas market.

WHAT YOU WILL BE GETTING INVOLVED IN:

  • Team Management:

    • Oversee the daily activities of scheduling agents, ensuring they meet operational and performance goals

    • Monitor scheduling performance, provide feedback, and conduct regular coaching to ensure consistent service delivery

    • Manage workforce scheduling to ensure adequate coverage during peak periods for both inbound and outbound calls, texts and emails

    • Foster a positive, collaborative team environment, encouraging open communication and continuous learning

  • Process Optimization:

    • Analyze existing customer service workflows and identify opportunities to streamline processes and improve efficiency

    • Work closely with cross-functional teams, such as the scheduling and operations teams, to ensure seamless coordination between our patient demand and imaging center capacity

    • Implement automation tools and best practices to enhance productivity, reduce errors, and ensure a smooth patient journey from initial contact to appointment scheduling

  • Customer Experience Management:

    • Act as the escalation point for complex or unresolved customer and sales issues, ensuring timely and satisfactory resolutions

    • Track key performance metrics such as referral-to-scheduling time, reschedule rate, order error rate, canceled orders, customer satisfaction (CSAT) scores, and first-contact resolution rates to ensure high-quality service delivery

    • Collaborate with the quality assurance team to identify areas of improvement and develop strategies to enhance customer interactions

  • Operational Reporting:

    • Generate and analyze daily, weekly, and monthly reports on call volumes, agent performance, backlog status, and other key operational metrics

    • Provide insights and recommendations to senior leadership on operational improvements and resource allocation based on data trends

  • Capacity and Resource Planning:

    • Ensure that the patient demand aligns with the operational capacity of imaging centers, adjusting workflows as needed to avoid delays in scheduling

    • Coordinate with imaging centers to resolve capacity constraints and ensure timely service for all patient referrals

  • Technology and System Utilization:

    • Ensure that the team is fully trained on CRM, Product, Scheduling, and other communication/collaboration tools, leveraging technology to optimize service delivery

    • Work with IT and systems teams to implement new tools or updates that enhance customer operations productivity

  • Compliance and Risk Management:

    • Ensure that all customer service processes are in compliance with company policies, HIPPA, and relevant regulations, particularly regarding data privacy and healthcare regulations

    • Proactively identify potential risks in customer operations and develop mitigation strategies

WHAT YOU MIGHT BRING TO THE TABLE:

  • Demonstrated experience in customer operations, contact center management, or healthcare administration

  • Proven experience managing a team of agents in a high-volume customer service environment

  • Strong understanding of customer service tools, software systems, and radiology scheduling software

  • Excellent leadership and team management skills with the ability to coach, mentor, and develop high-performing teams

  • Strong analytical and problem-solving skills, with a data-driven approach to decision-making

  • Outstanding communication and interpersonal skills, with the ability to handle escalations and build relationships with internal and external stakeholders

  • Ruthlessly process-oriented mindset with a focus on continuous improvement and operational efficiency

  • Ability to manage multiple priorities in a fast-paced environment and adjust strategies as needed to meet business goals

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

  1. Introductory call/interview with Devin, our Senior Talent Partner. The call is via telephone and will last around 30 minutes.

  2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.

  3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.

  4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.

  5. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

  • Salary range of $95,000 - $115,000

  • 401k

  • Healthcare, Vision and Dental

  • All the equipment needed for you to do your role effectively

  • Flexible working

  • Remote or hybrid working options

  • Personal Development budgets

  • 18 days PTO plus public holidays

  • 10 paid sick days

  • Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!

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CEO of Scan.com
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Charlie Bullock
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Average salary estimate

$105000 / YEARLY (est.)
min
max
$95000K
$115000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Operations Manager, Scan.com

At Scan.com, we're on a mission to revolutionize diagnostics and ensure that healthcare is accessible, fast, and transparent. As a Customer Operations Manager in our Atlanta office, you'll play a pivotal role in managing our dedicated team of schedulers and operations leads. Your day-to-day will revolve around optimizing workflows and aligning operational goals with a focus on customer satisfaction. You’ll ensure that our scheduling agents deliver exceptional service and boost their performance through hands-on coaching and feedback. A vital part of your role will be analyzing our current customer service processes, identifying areas for improvement, and implementing solutions that enhance efficiency and patient experience. You will also act as a point of escalation for complex customer issues, ensuring that resolutions are timely and effective. By collaborating with various departments, you’ll enhance our operations and streamline communication between patients, imaging centers, and healthcare providers. Your insights into key performance metrics will help shape operational strategies that benefit both our patients and our team. If you have a strong background in customer operations or healthcare administration and a passion for team management, we want to hear from you! At Scan.com, we offer a collaborative, dynamic work environment where your contributions will make a meaningful impact on patient outcomes every day.

Frequently Asked Questions (FAQs) for Customer Operations Manager Role at Scan.com
What are the key responsibilities of a Customer Operations Manager at Scan.com?

The Customer Operations Manager at Scan.com oversees the daily operations of our customer service team, focusing on optimizing workflows, achieving service-level targets, and enhancing customer experience. You'll ensure that scheduling agents meet performance goals and provide coaching and support to strengthen their service delivery. Additionally, this role involves managing escalated customer issues and collaborating with cross-functional teams to improve processes across the organization.

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What qualifications are needed for the Customer Operations Manager role at Scan.com?

Candidates for the Customer Operations Manager position at Scan.com should have demonstrated experience in customer operations or contact center management, ideally within a healthcare context. Strong leadership skills, an analytical mindset, and the ability to manage high-volume customer service environments are also essential. A solid understanding of customer service tools and scheduling software will be beneficial for effectively performing the role.

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How does the Customer Operations Manager at Scan.com ensure high-quality service delivery?

To ensure high-quality service delivery, the Customer Operations Manager at Scan.com monitors key performance metrics such as CSAT scores, order error rates, and scheduling times. By analyzing these metrics, you identify areas for improvement while providing coaching to scheduling agents to enhance their performance. Implementing process optimizations and utilizing automation tools effectively can also greatly enhance the customer experience.

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What is the team culture like for the Customer Operations Manager at Scan.com?

At Scan.com, the culture for the Customer Operations Manager is collaborative and supportive. The work environment fosters open communication, continuous learning, and teamwork. You can expect to encourage a positive atmosphere among your scheduling agents, mentoring them while also participating in cross-departmental collaborations to further streamline operations and enhance efficiency.

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What kind of training and development opportunities are available for a Customer Operations Manager at Scan.com?

Scan.com is committed to the professional growth of its employees, including the Customer Operations Manager. You will have access to personal development budgets, allowing you to pursue relevant training and courses. Our approach encourages you to leverage these opportunities for your ongoing development while staying updated with the evolving landscape of customer operations within the healthcare sector.

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Common Interview Questions for Customer Operations Manager
How do you approach managing a high-performing customer service team as a Customer Operations Manager?

In managing a high-performing team, I prioritize setting clear expectations and performance metrics. I ensure ongoing communication and provide regular feedback through coaching sessions. Additionally, fostering a collaborative environment where team members feel valued and empowered to bring forth their ideas is crucial for maintaining high service levels.

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Can you describe a time when you had to handle a difficult customer issue?

Absolutely. In my previous role, I encountered a situation where a customer was unhappy due to a scheduling error. I listened attentively to their concerns, gathered all relevant details, and collaborated with my team to provide a swift resolution. I followed up with the customer to ensure their satisfaction and learned from the experience to prevent similar issues in the future.

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What strategies do you implement to optimize customer service workflows?

I leverage data analysis to identify bottlenecks in our processes. Utilizing automation tools and best practices, I streamline communication between teams, ensuring that customer inquiries are addressed quickly and efficiently. Continuous monitoring of performance metrics also allows me to adjust workflows based on real-time demands.

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How do you cultivate a positive team culture within your operations team?

Cultivating a positive team culture starts with promoting open communication. I regularly check in with my team to encourage sharing ideas and concerns. Celebrating achievements, big and small, and providing opportunities for professional development also contribute to a cohesive and motivated team atmosphere.

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What metrics do you find most useful for measuring customer service success?

I consider CSAT scores, first-contact resolution rates, and referral-to-scheduling times as critical metrics. These indicators provide valuable insights into both customer satisfaction and operational efficiency, enabling me to pinpoint areas that need improvement and celebrate successes.

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Describe how you handle competing priorities in a fast-paced environment.

Handling competing priorities requires excellent time management and flexibility. I assess tasks based on urgency and impact, delegating where possible to ensure all responsibilities are met. Regular check-ins with my team also help to adapt to changing demands efficiently.

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How do you ensure compliance with company policies and regulations?

Ensuring compliance is vital, especially in healthcare operations. I regularly review processes to ensure alignment with company policies and regulations. Providing training to my team and conducting audits of processes also helps maintain adherence to HIPAA and other necessary standards.

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What role does technology play in enhancing customer service for a Customer Operations Manager?

Technology plays a pivotal role in streamlining operations. By utilizing CRM systems and communication tools, I can enhance our service delivery. I also advocate for implementing new technologies that improve scheduling and communication efficiency to deliver a better experience for both staff and customers.

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Can you give an example of how you improved an operational process in your previous job?

In my last position, I noticed we had delays in response times for customer inquiries. I proposed and implemented a new triage system that prioritized issues based on urgency. This resulted in a significant reduction in resolution time and improved overall customer satisfaction scores.

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What are your thoughts on continuous improvement in customer operations?

Continuous improvement is key to customer operations. I believe in regularly soliciting feedback from my team and our customers to identify improvement areas. By fostering a culture of innovation and adapting our processes based on data-driven insights, we can enhance our service quality and efficiency over time.

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Full-time, hybrid
DATE POSTED
March 16, 2025

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