Director, Customer Care Jobs

Mia Aesthetics is a leading provider in plastic surgery services with a growing top-tier staff of plastic surgeons, expanding locations nationwide, and well over 50,000 satisfied patients. Our mission is to bring beauty and cost-efficiency into reality. At Mia Aesthetics we provide the highest quality plastic surgery, all at affordable prices.

Our Core Values: Patients First, Collaborate Openly, Respect for Others, and Execute with Purpose.

The Director, Customer Care leads and guides our Concierge, Refunds, and Billing Departments. The Concierge Department is a critical part of the Mia Aesthetics Patient journey as they are responsible to not only educate patients but also keeping them excited about their upcoming procedure. In addition to leading our Concierge Department, this individual will be responsible for handling customer escalations and potential refund issues.

This role requires someone who is detail oriented, customer centric, and able to ensure that a team of 50-100 near-shore Concierge Agents are providing world class customer service while ensuring the patient is receiving the necessary information, they need in order to prepare for their surgery.

Duties & Responsibilities:

• Drafts recommendations to policies and procedures to facilitate an outstanding patient experience
• Works closely with international partners located near-shore including 50% travel to their locations
• Experience with customer escalations, complaint handling, refunds, and billing issues. Working with customers/patients who have experienced issues in their customer journey.
• Partners closely with Sales, Scheduling, Labs, Post Operations, and our Clinics to address gaps in patient service
• Analyzes call and performance data and provide improvements to the Concierge process
• Leads the Concierge department responsible for the deposit – surgery portion of the patient surgery. This includes completing outbound touchpoints and inbound patient inquiries.
• Leverages data insights from tools (i.e., Salesforce, inContact, patient surveys) to assess compliance, quality assurance and customer service levels
• Analyzes refunds and escalations to determine gaps within the Mia Aesthetics process.

This includes:

- Calling the customer/patient to understand their issue(s) and the impact of their issue(s)

- Researching their issue, including reviewing notes, listening to calls, speaking to other Mia team members

throughout the organization, and speaking with other business partner

• Ensures that learning and QA materials are up to date based on changes within the Concierge process and new changes are communicated to the entire Concierge team
• All other duties as assigned.

Supervisory Responsibilities:

• Provides leadership with respect to removing barriers and identifying solutions to help enable the Concierge team
• Role models and champions Mia Aesthetics Core Values
• Leads and develops the Concierge teams, located near-shore, to achieve performance targets
• Lead the Refunds and Billing department

Required Skills/Abilities:

• Internal and external customer service orientation
• Excellent team player with thought leadership skills
• Excellent verbal and written communication skills in training, coaching and performance management opportunities
• Technologically savvy and comfortable with multiple applications
• Strong writing and presentation skills
• Strong leadership including change management skills

Education and Experience:

• Bachelor’s degree in Business Management or related field
• Experience managing teams in a BPO Nearshore/Offshore environment
• 5+ Years’ experience in leadership role with direct reports and within a healthcare environment and for a national company
• 2+ Years’ Healthcare experience is preferred, or equivalent experience with a top tier customer centric organization (previous company has a Google rating 4-star or higher)
• Expert knowledge of Data Analysis
• 5 years’ experience with NPS, CSAT, on-line business review services
• Experience with Salesforce, inContact.
• Expert customer service skills especially diffusing escalated customer issues including listening, navigating upset customer situations, ability to de-escalate

Physical Requirements:

• Prolonged periods of sitting at a desk, working on a computer and answering multiple phone calls per day
• Must be able to lift up to 10-20 pounds at times

Travel Requirements:

· Up to 50%

Mia Aesthetics is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. All applicants must be eligible to work in the United States.

Join us: https://miaaesthetics.com/careers/

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