Customer Experience Manager

POSITION SUMMARY The Frew Ombudsman/Customer Care Manager will manage the QA Plan which will include oversigh of our Q365 program, Complaint/Concern resolution, Compliance, Quality Monitoring and all QA activities. He/She oversees all activities of the Customer Care staff and establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service. ESSENTIAL FUNCTIONS The Frew Ombudsman/Customer Care Manager will identify trends in complaint categories and devise action plans for immediate and effective reduction of complaints. The Frew Ombudsman/Customer Care Manager will be responsible for developing programs and an organizational structure to support contract requirements. Additionally, this individual will conceptualize process flow both in establishing policies and in enhancing our proprietary computer-aided data management system. Ensure timely communication, review and resolution of complaints and concerns raised by recipients, facilities and transportation providers Compile daily issue reports and provider time-response compliance reports Identifies and trends complaint categories and devises action plans for immediate and effective reduction of complaints Makes verbal contact with complainant (and Medicaid member's family when appropriate) within 24 hours of LogistiCare's receipt of a complaint Submits responses to the complaint within 72 hours of LogistiCare's receipt of a complaint Enlists support of, seeks to work cooperatively with, and coordinates communications and investigations with LogistiCare's staff during the 72 hours following receipt of a complaint Ensures each complaint has been properly addressed tracks the status of the complaint process Responsible for and processes all Tier I complaint activities both in-house and client complaints Provides immediate updates to General Manager and Assistant General Manager on issues regarding the resolution of all Tier I complaints Verbally updates General Manager and Assistant General Manager daily on outcome of his/her communications with complainant (and Medicaid member's family when appropriate) and resolution of service issues and/or complaints Composes and/or approves the composition of LogistiCare's written responses to complaints Complete and distribute monthly, quarterly and annual customer reports according to customer schedules Complete customer quarterly quality initiative audits and annual audits Attend customer meetings regarding quality of service and/or reporting Establishes client files and maintains records Supervises and assists all Customer Care Specialists with overflow complaints when necessary and with tasks and problem solving Implements/develops instructions, policies and procedures throughout department; resolve staff concerns and serves as a liaison to other departments Works closely with all managers regarding service issues Research issues related to customer satisfaction surveys Gather information related to member injuries and provider accidents Analyzes patient attendance, trip distance and cost data and develops appropriate cost management strategies concerning standing order transports Performs other duties as assigned POSITION QUALIFICATIONS Competency Statement(s) Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures Decision Making - Ability to make critical decisions while following company procedures Detail Oriented - Ability to pay attention to the minute details of a project or task Interpersonal - Ability to get along well with a variety of personalities and individuals Management Skills - Ability to organize and direct oneself and effectively supervise others Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability Problem Solving - Ability to find a solution for or to deal proactively with work-related problems RelationshipBuilding - Ability to effectively build relationships with customers and co-workers Education BA/BS degree preferred Experience 5+ years relevant work experience and at least 3 years management/supervisory experience strongly preferred Demonstrated experience interacting with individuals, families, mental health, elder services, and facilities and programs strongly desirable Experience in writing and revising policy and procedures preferred At least 1 year experience in an administrative role preferred SKILLS & ABILITIES Experience interacting with individuals, families and health care and/or elderly care facilities and programs Exceptional interpersonal skills with excellent verbal and writing skills Ability to think creatively and use various methods in problem solving; ability to anticipate and resolve problems Superior analytical and investigative abilities Knowledge of clinical UR and QA, Medicaid, Medicare guidelines and covered services a plus Ability to multitask and meet deadlines Excellent time management and organizational skills Must be able to prioritize duties Must be self directed with ability to work independently Proven and effective leadership and supervisory skills Ability to teach, coach, motivate and lead subordinates Positive attitude and ability to work well with others Flexibility in all areas; easily adaptable to ever changing environment and requirements Professional appearance and attitude Ability to maintain confidentiality, take the initiative and be proactive, work under pressure, communicate information clearly and work with diverse populations Patient listening and strong conciliation skills High level of technical competence to include proficiency with Microsoft Office including Access and Excel with 4+ years of development detailed reporting and modeling Type at least 35 words per minute Working knowledge of Internet Engines Must be available to travel SUPERVISORY RESPONSIBILITIES Directly supervises Customer Care Specialists carrying out all supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, reach with hands and arms. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled