Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Assistant Manager.

Key Responsibilities

• Monitor and evaluate call interactions to ensure service excellence and compliance
• Lead coaching sessions and develop training programs for team performance improvement
• Oversee patient responsibility workflows and ensure accurate EMR documentation

Required Qualifications

• High School Diploma or GED
• Minimum 2 years in a supervisory or lead role within a medical call center, preferably HME/DME
• Strong knowledge of NICE CXone platform: WFM, CSAT, Quality Monitoring, Sentiment Analysis, Coaching
• Experience with Brightree EMR or similar systems
• Proven track record of meeting/exceeding team performance KPIs