Manager, Clinical Customer Service

Plan, prioritize, coordinate and monitor activities in the department to ensure accurate, timely, and efficient service. Manage, train and evaluate staff to achieve and maintain department standards. Develop and deliver programs that support business needs.

Lead projects for the division from inception to completion.

Develop and maintain strategic partnerships with Division Management Teams.  Provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities.

Recommend and implement procedural and systems changes to deliver quality service to internal and external customers.

Facilitate change in processes, procedures, and systems within the Customer Service Division. Develop and implement communication strategies that support the division’s Mission, Vision, Value, and Goals.

Ensure effective communication is maintained within the division and externally.  Where appropriate, inform employees as to plans and programs.  Conduct employee discussion sessions at regular intervals.

Prioritize, assign, and distribute work to ensure responsibility is at the appropriate level and team members’ skills are developed to support business needs.

Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit.

Identify and support opportunities for process improvements, resulting in cost efficiencies. 

Coordinate with other units/departments to facilitate special requests, coordinate tasks and resolve escalated issues.

Ensure clinical inquiries, triage, and follow-ups are performed in alignment with healthcare regulations and organizational policies. 

Collaborate with physicians, clinical teams, and administrative staff to address patient needs and promote continuity of care. 

Maintain secure and appropriate handling of all patient information in adherence with HIPAA and other regulatory standards. 

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in Healthcare Administration, Nursing, or a related field, or equivalent experience

Active Registered Nurse (RN) or Licensed Practical Nurse (LPN) certification preferred

Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports

Working knowledge of call center systems, business processes and policies, and procedures

Knowledge of quality performance monitoring and improvement methods

Demonstrated ability to analyze work processes and implement changes

Excellent written and verbal communication skills

Strong organizational and project management skills

Proficient with word processing and spreadsheet applications

Ability to regularly exercise discretion and independent judgment in the performance of job duties.

Working Conditions

The working environment is generally favorable.  Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Preferred Skills:

Clinical Oversight

• Ensure clinical inquiries, triage, and follow-ups are performed in alignment with healthcare regulations and organizational policies.
• Collaborate with physicians, clinical teams, and administrative staff to address patient needs and promote continuity of care.
• Maintain secure and appropriate handling of all patient information in adherence with HIPAA and other regulatory standards. 

#LI-VISIONCARE

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

Salary Ranges: $73,500.00 - $131,250.00

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.