Title: Customer Care Manager Salary: £40,000 - £45,000k ( Commission) Address: 90 York Wy, London N1 9AG Working: Full time | On site We are excited to be partnering closely with Ilarna, a UK-based healthcare platform committed to connecting individuals in need of care with highly skilled Care Professionals. We are currently recruiting for a Customer Care Manager to support a healthcare provider. Oversee the customer service operations, ensuring a seamless and positive experience for our patients, their families, and our healthcare partners. You will lead a team of dedicated customer service professionals, manage patient concerns and inquiries, and continuously improve service quality. Your role is crucial in enhancing patient satisfaction, driving operational efficiencies, and supporting the organizations mission to provide exceptional care. Key Responsibilities: Leadership & Team Management: Lead, mentor, and manage a team of customer service representatives to deliver exceptional service. Develop training programs to ensure team members are knowledgeable about healthcare services, policies, and customer care best practices. Set clear performance goals and regularly review team performance against KPIs and patient satisfaction metrics. Foster a positive and collaborative work environment focused on patient-centric care. Customer Service Excellence: Oversee daily customer care operations, ensuring efficient handling of patient inquiries, concerns, and requests. Address complex or escalated issues from patients, families, and other stakeholders, ensuring prompt and effective resolution. Continuously evaluate and improve customer service processes to enhance the patient experience. Patient Communication: Serve as a liaison between patients and healthcare providers, ensuring clear and compassionate communication. Ensure that patients understand healthcare processes, insurance policies, and any relevant information to enhance their experience. Manage patient feedback systems and implement improvements based on patient insights. Operational Improvement: Identify opportunities for process improvements and implement initiatives to streamline workflows and reduce response times. Collaborate with other departments to ensure a unified approach to patient care and service delivery. Analyze patient satisfaction data to pinpoint trends, areas for improvement, and strategies to increase patient loyalty. Compliance & Reporting: Ensure that customer care activities comply with healthcare regulations, privacy standards (e.g., HIPAA), and organizational policies. Prepare regular reports on customer care performance, including patient satisfaction, complaint resolution, and service efficiency. Collaboration & Relationship Building: Build strong relationships with key internal stakeholders, including medical staff, administration, and IT, to ensure the smooth operation of patient care services. Stay updated on the latest healthcare industry trends and customer service practices to improve patient interactions.