Remote Customer Service Manager

About the role

Oversee provider-facing customer service operations for a healthcare program. This is a remote role requiring proficiency with computer work, extended screen time, and occasional physical activity. The position emphasizes operational leadership, provider communication, and adherence to healthcare and Medicare standards.

Responsibilities

• Manage daily operations of the provider customer service team, ensuring timely and accurate responses to provider inquiries via phone, written communication, and portal.
• Supervise, train, and performance-manage staff; develop training materials.
• Escalate complex issues to the Project Manager.
• Track and report performance metrics and maintain SLA compliance.
• Coordinate with clinical teams to ensure staff are updated on program and review topics.
• Ensure operational coverage during business hours.
• Handle provider inquiries related to Medicare reviews, documentation, and appeals.
• Maintain documentation of unresolved issues.
• Monitor performance metrics and uphold compliance with program standards.

Requirements

• Bachelor's degree in Business, Healthcare Administration, Communications, or related field; or 4 years of relevant experience.
• Minimum 2 years of managing customer service teams, preferably in Medicare or CMS environments.
• Knowledge of Medicare billing, claims, or provider communication standards is advantageous.
• Experience managing call center operations under strict SLA requirements is preferred.