Remote Customer Service Manager – Federal Health

Role: The Customer Service Manager (CSM) oversees the provider-facing customer service operations for the SMRC, serving as the primary contact for provider inquiries and communications.

Responsibilities: Manage daily operations, ensuring the customer service team is fully staffed and responsive during business hours. Supervise and train staff to handle inquiries related to Medicare documentation, reviews, appeals, and education sessions. Escalate complex issues to the Project Manager and track resolution progress. Monitor and report on performance metrics, maintaining service level agreements. Collaborate with clinical teams to ensure staff are updated on program requirements and Medicare standards.

Qualifications & Skills: Bachelor's degree or equivalent experience, with at least 2 years managing customer service teams. Experience with Medicare provider inquiries, CMS programs, or call centers is preferred. Familiarity with Medicare communication standards, appeals processes, and provider relations is advantageous. Strong supervision, communication, and problem-solving skills are essential.

Work Environment: This is a remote role requiring the ability to work in a climate-controlled environment, with extended periods of computer use and occasional physical activity. The position emphasizes operational excellence, provider communication, and team leadership.