Customer Experience Manager

Guidehealth • Kansas City, IL

20h • Remote

About The Position

WHO IS GUIDEHEALTH? Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides™ and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.

Requirements

• A bachelor's degree in business, healthcare administration, communications, or a related field is preferred.
• Minimum of 5+ years of experience in customer service, with at least 2+ years in a supervisory or management role.
• Proven experience managing and developing teams, preferably in a call center or high-volume customer service environment.
• Strong understanding of customer service principles, best practices, and metrics.
• Exceptional communication skills (written and verbal) with full command of English language use and competence.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency with CRM software, call center technology, and Microsoft Office Suite, including Excel.
• Experience with quality assurance programs and coaching techniques.
• Ability to work effectively in a fast-paced, dynamic environment.

Nice To Haves

• Healthcare industry knowledge and experience preferred.

Responsibilities

• Implement CX strategies utilizing AI technologies to support and achieve customer experience goals.
• Track, analyze, and report customer feedback to identify improvement opportunities.
• Build and maintain strong relationships with customers and clients.
• Empower Customer Advocates to provide timely, effective issue resolution.
• Monitor KPIs and CX metrics using Excel and analytical tools to evaluate performance and impact.
• Champion and embed a customer-first culture within Guidehealth.
• Manage performance, development, and growth of team members aligned with Guidehealth’s THRIVE program and ALIVE values.
• Conduct regular performance check-ins and 30/30s with Customer Guides, providing coaching and meaningful feedback using Guidehealth Performance and Recognition software.
• Foster a culture of accountability, transparency, collaboration, and continuous learning.
• Manage escalations and complex customer issues efficiently and in alignment with Guidehealth guidelines.
• Promote employee engagement, recognition, and a growth mindset weekly through structured reward and recognition initiatives.
• Utilize expertise in talent acquisition to interview and hire Customer Guides using predictive performance tools.
• Oversee day-to-day operations of the Customer Experience team to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor call volume, wait times, resolution rates, CSAT, and related behavioral and performance metrics.
• Analyze performance data to identify trends, root causes, and improvement opportunities.
• Deliver fast, proactive performance feedback; maintain documentation and follow-up.
• Develop and implement strategies to optimize efficiency, service quality, and customer satisfaction.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Assist with scheduling and workforce management to maintain appropriate coverage.
• Monitor real-time call queues and Customer Advocate availability.
• Complete administrative tasks including timekeeping and reporting.
• Implement quality standards and best practices for all customer interactions.
• Identify training needs and partner with the Training Manager to develop and deliver relevant training programs.
• Continuously identify opportunities to improve processes, systems, and tools to enhance the customer experience.
• Prepare and deliver performance reports to the Senior Manager using Excel and tracking software.
• Communicate and collaborate cross-functionally with departments such as Claims, UM, IT, CBMs, BD, and VBC to support customer needs and resolve issues.
• Proactively communicate updates, changes, and critical information.
• Ensure ongoing improvement in Guide–customer interactions, promoting clarity, empathy, and engagement.
• Assist in managing the Customer Experience department budget.
• Monitor expenses and identify opportunities for cost savings.

Benefits

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
• Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level