[Hiring] Customer Care Representative Manager @Numotion

Role Description

The Customer Care Representative Manager leads the Customer Care function at the division level, ensuring efficient, compliant, and customer-centered order processing operations. This role is responsible for driving service excellence, operational performance, and continuous improvement while supporting revenue cycle outcomes and cross-functional collaboration. The Manager develops and leads a high-performing team, ensuring timely, accurate, and compliant order processing, while enhancing the overall customer experience for internal and external stakeholders.

Key Responsibilities

• Lead, coach, and develop a high-performing team of Customer Care Representatives I & II (CCRs), including hiring, onboarding, performance management, and talent development.
• Oversee daily operations of order processing and customer support functions to ensure timely, accurate, and efficient service delivery.
• Manage staffing capacity and workload distribution to meet service demands, productivity targets, and operational goals.
• Serve as the primary escalation point for complex order issues and customer concerns, ensuring timely and effective resolution.
• Drive delivery of a consistent, high-quality customer experience by promoting proactive communication, strong internal partnerships, and relationship management with customers and referral sources.
• Establish, monitor, and drive performance against key operational metrics (e.g., order accuracy, cycle time, customer satisfaction, escalation resolution, and productivity), providing regular insights to leadership.
• Identify and lead process improvements to enhance workflow efficiency, reduce delays and rework, and improve overall service quality using available systems and data.
• Ensure compliance with all applicable healthcare regulations, payer requirements, and documentation standards, while partnering with revenue cycle and funding teams to support order accuracy and reimbursement outcomes.
• Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.
• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
• Provide excellent customer service for all internal and external customers of the operations at all times.
• Provide solutions for customer concerns and continually focus on customer service as our top priority.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent combination of education and experience.
• Minimum of 5 years of experience in customer service, order processing, or healthcare operations, preferably within DME, medical device, or urology-related environments.
• Minimum of 2 years of leadership or supervisory experience.
• Working knowledge of payer requirements, prior authorization processes, and healthcare documentation standards.
• Strong interpersonal and communication skills, with the ability to collaborate effectively across departments and levels of the organization.
• Demonstrated ability to prioritize work, manage competing demands, and adapt in a fast-paced environment.

Preferred Qualifications

• Experience within Durable Medical Equipment (DME), urology, or healthcare distribution settings.
• Familiarity with CRM, order management, or intake systems used in healthcare or service operations.
• Knowledge of healthcare revenue cycle processes, including intake, insurance verification, authorization, and order fulfillment.
• Strong organizational skills and attention to detail in managing high-volume workflows.
• Ability to support team engagement and foster a positive, inclusive work environment.
• Experience working in cross-functional environments supporting operations, sales, and clinical teams.
• Basic understanding of financial reporting and business metrics.

Physical Work Requirements

• Frequent use of hands, wrists, and fingers associated with computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to communicate effectively.
• Ability to work overtime as needed.

Benefits

• Competitive compensation packages.
• Medical, dental, and vision insurance.
• Short-term and long-term disability.
• 401k.
• Life insurance.