Director of Customer Service

Director of Customer Service, Physician Services

Healthcasts is a leading physician platform dedicated to providing real-time, consensus-based information and support to physicians and healthcare professionals. The Director of Customer Service, Physician Services is committed to delivering white-glove level support to our HCP clients and ensuring their satisfaction at every interaction. As we continue to grow, we are seeking a dynamic and experienced customer service professional to lead and define this function and join our team.

The Director of Customer Service, Physician Services will be responsible for overseeing all aspects of customer service operations related to HCP services. This includes providing around the clock customer support to our members, implementing new strategies as well as optimizing existing best practices to enhance customer satisfaction and engagement. This person will demonstrate passion and desire to ensure seamless communication between physicians and our organization. The ideal candidate will radically enjoy and derive satisfaction from working with physicians, problem solving, and remain committed to delivering hands-on, excellent service to our physician members.

Responsibilities:

• Lead and perform all physician services customer related needs, including implementing additional technologies (i.e. chatbot, live call center, and video)
• Develop and implement customer service policies and procedures to ensure consistency and efficiency in service delivery
• Serve as the primary point of contact for escalated customer inquiries and issues, providing prompt and effective resolution
• Collaborate with internal stakeholders, including physician community, technology, sales, operations, and finance, to address customer needs and improve service offerings
• Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions
• Foster strong relationships with physicians and healthcare professionals, ensuring their needs are understood and met
• Stay informed about industry trends and best practices in customer service to continuously enhance the customer experience
• Implement strategies to promote customer retention and loyalty, including personalized outreach and engagement initiatives
• Monitor customer service KPIs and metrics, providing regular reports and insights to senior management
• Maintain a deep understanding of our products and services to effectively address customer inquiries and provide relevant information

Qualifications:

• Minimum of 7 years of experience in customer service leadership roles, preferably in the media/technology/advertising HCP space
• Demonstrated admin-level experience with Zendesk and other customer service solutions and CRM platforms
• Proven track record of delivering exceptional, hands-on customer service and driving customer satisfaction with and eye on retention and growth
• Strong interpersonal and communication skills, with the ability to effectively interact with physicians and healthcare professionals
• Excellent problem-solving abilities, with a proactive and solutions-oriented mindset
• Experience managing and developing a team of customer service representatives
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Passion for working with physicians and a genuine desire to help them succeed
• Commitment to upholding high standards of professionalism and integrity

If you're passionate about speaking with HCPs and providing world-class customer service; and have the skills described above to lead this function, we'd love to hear from you.