The Manager, Customer Care - ePay, will be responsible for overseeing the daily operations within the ePay customer service area. This will include the management of support team members to ensure that the objectives of customer service are met in accordance with company guidelines, policies, and procedures.

Principle Duties and Responsibilities:

• Management and supervision of staff to ensure they are meeting the goals of the department and organization
• Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications.
• Preparation, submission, and maintenance of customer service level reporting
• Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
• Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
• Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
• Management and oversight of internal customer service policies and procedures
• Management and oversight of customer care team members as they complete the following activities:
• Research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues.
• User setup and training
• Ongoing customer support
• Timely submission of control totals
• Weekly review of open customer service cases
• Virtual Card Reconciliation, to include auto matching, manual matching, and weekly oversight of virtual card reconciliation
• Monthly review of Virtual Card Reconciliation Reports and open items
• Participation in routine testing and production migrations for supported applications
• Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities. This may include reporting to both internal and external customers
• Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
• Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
• Maintain positive provider and supplier relationships
• Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result

Required Qualifications:

• BA or BS with an emphasis in Accounting or Finance
• Minimum 2 years’ experience in a financial environment (healthcare preferred)
• Minimum 2 years’ experience in a team-oriented supervisor/manager role focusing on project management, customer success, training, and/or customer service
• Proven ability to lead and mentor teams, with strong facilitation and collaboration skills

Required Skills:

• Strong Initiative
• Excellent time management skills
• Strong interpersonal skills
• Critical thinking skills
• Effective oral / written communication
• Working understanding of office applications (e.g. MS Office / Excel/Access)

The compensation for this role is: $87,400 - $116,500 plus bonus

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

#LI-Remote #LI-KL

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.