Manager, Customer Care

At Umpqua Health, we're more than just a healthcare organization; we're a community-driven Coordinated Care Organization (CCO) committed to improving the health and well-being of individuals and families throughout our region. Our comprehensive services include primary care, specialty care, behavioral health services, and care coordination to ensure our members receive holistic, integrated healthcare. Our collaborative approach fosters a supportive environment where every team member plays a vital role in our mission to provide accessible, high-quality healthcare services. From preventative care to managing chronic conditions, we're dedicated to empowering healthier lives and building a stronger, healthier community together.

Umpqua Health strongly encourages applications from candidates of color as well as veterans, aiming to foster a work environment that is linguistically and culturally diverse and inclusive. Please note that at this time, Umpqua Health does not offer visa sponsorship.

The Manager, Customer Care will be responsible for leading and overseeing the customer care team to ensure a high level of service delivery to patients, clients, and stakeholders. This role involves managing day-to-day operations, developing, and implementing customer service policies, and driving continuous improvement initiatives. The ideal candidate will have a strong background in customer care within the healthcare industry, exceptional leadership skills, and a passion for enhancing the patient experience.

• Lead, mentor, and develop a team of customer care representatives, ensuring they have the necessary skills and resources to perform effectively.
• Conduct regular team meetings, performance reviews, and provide ongoing coaching and feedback.
• Foster a positive and collaborative team environment focused on delivering exceptional customer service.
• Oversee daily operations of the customer care department, ensuring efficient and effective handling of customer inquiries, complaints, and requests.
• Develop and implement customer service policies, procedures, and standards to enhance service delivery.
• Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and ensure targets are met.
• Implement strategies to improve the overall customer experience, ensuring a patient-centric approach.
• Address and resolve escalated customer issues, ensuring timely and satisfactory resolution.
• Collaborate with other departments to ensure seamless service delivery and address any service gaps.
• Drive continuous improvement initiatives by identifying opportunities to enhance processes, systems, and workflows.
• Stay updated on industry trends, best practices, and emerging technologies in customer care.
• Lead projects aimed at improving service efficiency and customer satisfaction.
• Prepare and present regular reports on customer care performance, including metrics, trends, and improvement initiatives.

• Bachelor’s degree in healthcare administration, business administration, or a related field.
• Minimum of 5 years of experience in customer care management, preferably in the healthcare industry.
• Strong leadership and team management skills with a proven ability to motivate and develop staff.
• Excellent communication and interpersonal skills, with the ability to handle challenging situations with empathy and professionalism.
• Solid understanding of healthcare regulations, compliance, and patient privacy (HIPAA).
• Proficient in using customer relationship management (CRM) software and other relevant technologies.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.

Umpqua Health is an equal opportunity employer that embraces individuals from all backgrounds. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and the needs of the business. Our dedication to fairness and equality extends to all aspects of employment, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.