Customer Support Manager

If the opportunity to fundamentally change the mental health landscape and improve how people across North America access the help that they need excites you – then keep reading.

We are enabling easier access and delivery of mental health care to help more people. To deliver on this vision, we need to change people’s perceptions around mental health and connect with individuals in compelling, persuasive, yet compassionate way. We also need to connect with as many people as possible.

Owl Practice Suite is looking for a Manager to lead a customer support team in a high-volume claims and billing processing center. This role oversees all customer inquiries related to claims processing, billing, and support. The ideal candidate has excellent leadership, communication, and problem-solving abilities to ensure world-class customer service delivery.

What You’ll Be Doing

• Manage a team of customer support and billing representatives handling inbound inquiries via phone, email, chat, and other channels.
• Develop and implement customer support policies, procedures, and standards to ensure consistent and efficient service delivery.
• Cultivate and track key performance indicators that align with the company’s customer solution strategies.
• Lead regular meetings to align team, drive agenda/action items and share relevant insights.
• Monitor service levels (SLA), response times, and customer satisfaction metrics (CSAT), and implement strategies for continuous improvement.
• Provide coaching, training, and development opportunities to the customer support team to enhance their skills and knowledge.
• Collaborate with cross functional, to resolve complex customer issues and improve processes.
• Analyze customer feedback, and trends to identify areas for improvement and implement corrective actions.
• Address and resolve customer escalations and complex inquiries beyond the scope of frontline support.
• Uphold HIPAA Privacy Rules and ensure compliance with relevant regulations, policies, and industry best practices related to customer service and data privacy.
• Recruit and manage staffing levels, schedules, and performance evaluations for the customer/billing support team.
• Review and approve timecards and PTO/Leave requests.
• Prepare and present regular reports on customer service metrics, team performance, and operational improvements.
• Participate in cross-functional projects and initiatives to improve overall operational efficiency and customer experience.
• Stay updated with industry trends, regulations, and best practices related to customer service and claims processing.

As Our Ideal Candidate, You’ll Have

• Bachelor’s degree in business administration, Customer Service, or a related field (preferred).
• Minimum of 3 years of experience in customer service management, preferably in the insurance or healthcare industry.
• Proven track record of leading and motivating customer-facing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and decision-making abilities.
• Proficiency in customer service software, CRM systems, and data analysis tools.
• Knowledge of claims processing, billing, and account management processes (preferred).
• Ability to handle high-pressure situations and manage multiple priorities effectively.
• Strong commitment to delivering exceptional customer service.

Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status.

Owl Practice Suite is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require an accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com

Please note: This is an on-site position in San Antonio, TX