Customer Care Manager

Job Description:

The Manager, Customer Care provides leadership for all Customer Relations/Client Services and the Dynacare Insurance Solutions (DIS) customer care department. To support the achievement of Dynacare’s Mission, Vision, Strategic, and Operational objectives. This role is a full-time permanent role, for our Brampton office. This position is fully remote Monday to Friday. However, managers are required to attend leadership meetings on-site or off-site occasionally. This opportunity opens the chance to coach, mentor and support a team of talent individuals with their current and future career goals.

Job Responsibilities:

• Develop, implement and review a 3 to 12 monthly business plan for customer service and ensure an optimal organization design will deliver sustained excellence in the development and execution of Customer/client and physician relations
• Recommend Customer Service policies procedures and standards to the Senior Management
• Work collaboratively with other DIS Managers, Business Development, Core Laboratory, Manager of Specimen Processing, LHSC Managers and participate in core team meetings of various departments
• Prepare comprehensive, documented observations, analysis and interpretations of data including technical reports, summaries, protocols and quantitative analysis
• Assist management team in responding to consumer complaints and inquiries
• Collaborate with key stakeholders internal and external to identify growth opportunities and processes to improve the customer experience

Job Requirements:

• Knowledge of Laboratory Information Systems
• 5 to 7 years of successful customer service experience in medical laboratory or healthcare sector
• Demonstrated ability to manage staff and a minimum of 5 years’ experience in a management capacity
• Extensive knowledge of Customer Relations/Physician Relations
• Excellent knowledge of Dynacare operations and requirements
• Proven business planning, reporting and budget control experience
• Diploma in the Healthcare industry

Job Details:

Company: Dynacare

Job Category: Private Job

Vacancy Type: Full Time

Job Location: Niagara Falls, Ontario, CA

Application Deadline: N/A

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