**Description**

**A little bit about ZoomCare**

ZoomCare offers on-demand urgent care, primary, and specialty care in your neighborhood. We provide same-day, no-wait visits with trusted professionals who deliver quality care. We deliver care that is optimized for real life and perfected to fit our patients' needs. And we're expanding rapidly from our roots in the Northwest to new markets across the US. IND1

**The Job**

The Customer Service Director is responsible for managing and improving the operations of the contact center, benefits verification, and QA teams. The Customer Service Director analyzes business processes and data in order to improve efficiencies and recommend system changes. They work closely with retail leadership to collectively improve the interactions between the clinic staff and the Customer Service Team

**ESSENTIAL RESPONSIBILITIES AND TASKS:**

* Interviewing and selecting the Customer Service Team Leadership.

* Monitoring KPIs and solving issues to improve KPIs.

* Automating manual processes to improve efficiency.

* Resolving escalated patient issues.

* Efficiently running patient benefits verification

* Training and developing direct reports and the training and development of the entire team.

* Ensuring timely and accurate reporting of KPIs.

* Monitoring staffing and adjusting staffing requirements based on the current needs of business

* Creating, submitting and monitoring the approved budget to ensure no unapproved overspend.

* Working with other department to ensure accurate execution of processes

* Preparing weekly, monthly and annual reports for publication to the Senior Leadership Team

* Relentlessly striving to improve the efficiency and effectiveness of the contact center operations

* Develop and implement methods to record, assess, and analyze patient feedback

* Develop and implement training and quality assurance programs for new hires and experienced employees

* Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention

* Ensure full regulatory compliance and legal requirements; identify any potential risk issues.

**EXPERIENCE, EDUCATION AND/OR TRAINING:**

* Bachelors Degree required

* 5-10 years running a customer service center

* 5 years creating processes and launching computer systems in support of a customer service center

* Proven management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPIs SLAs, in a quality led, legislative compliant environment.

ZoomCare offers a competitive compensation and a robust benefits package including Health & Wellness Benefits, 401K with employer match, Paid Time Off, Paid Holidays, Paid Parental Leave, Sabbatical program and additional perks!