• Patient Satisfaction Manager - Full Time - AHSIC

    Atlantic Health System (Morristown, NJ)


    The Customer Service Manager will lead and oversee the customer service team to ensure exceptional service delivery for patients, caregivers, and referral sources. This role is responsible for managing day-to-day operations, optimizing processes, and ensuring compliance with healthcare and insurance regulations related to durable medical equipment.

    Responsibilities & Duties:

    Lead, coach, and mentor a team of customer service representatives to ensure exceptional performance and professional growth.

     

    Oversee timely and courteous responses to patient and referral inquiries, maintaining a high standard of service.

     

    Manage order intake processes, insurance verification, and documentation for DME products in compliance with regulatory requirements.

     

    Ensure adherence to Medicare, Medicaid, and private insurance guidelines.

     

    Monitor key performance indicators (KPIs), analyze trends, and prepare detailed performance reports for leadership.

     

    Resolve escalated issues promptly to maintain high customer satisfaction and service quality.

     

    Collaborate cross-functionally with billing, sales, clinical, and operations teams to ensure seamless workflows.

     

    Identify opportunities for process improvement and implement strategies to enhance efficiency and productivity.

     

    Track and report call center metrics, including hold times, abandonment rates, and team productivity.

     

    Build and maintain strong relationships with external business partners to support organizational goals.

     

    Participate in the Administrator On-Call rotation as required.

     

    Perform other duties as assigned to support departmental and organizational objectives.

     

    Bachelor’s Degree preferred or a combination of relevant work experience and education

     

    1–2 years of supervisory experience in a healthcare setting preferred.

     

    Advanced proficiency in Microsoft Office Suite, including Excel, Outlook, Teams, PowerPoint, and Word.

     

    Strong understanding of call center operations, performance metrics, and reporting.

     

    Exceptional written and verbal communication skills.

     

    Familiarity with Bonafide and S3 software systems is a plus.

     

    AHS Investment Corporation (AHSIC) is the wholly owned for-profit subsidiary of Atlantic Health System (AHS).

     

    Our Business Units

     

    + AtHome Medical – a Durable Medical Equipment Company, combining professional services and high-quality medical products.

    + Atlantic Private Care Services - a private duty Nursing and Home Health Aide service provider, servicing the NJ counties of Morris, Essex, Union and Sussex.

    + Real Estate Division – Commercial Property and Residential Housing ownership and management services for AHSIC and AHS.

    + MSO – Management Services to a variety of healthcare enterprises, such as Atlantic Mobile Health/ Atlantic Ambulance, Primary Care Partners, Atlantic Health Partners, AHS ACO LLC, and others.

    + Eagle Ambulance – a private ambulance company.

    + Joint Ventures – Investment interests with various healthcare organizations.

    + AHa! Innovation Center – an incubator designed to promote and commercialize innovation in the health care arena.

     

    Atlantic Health System offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

     

    Team Member Benefits

     

    + Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)

    + Life & AD&D Insurance.

    + Short-Term and Long-Term Disability (with options to supplement)

    + 403(b) Retirement Plan: Employer match, additional non-elective contribution

    + PTO & Paid Sick Leave

    + Tuition Assistance, Advancement & Academic Advising

    + Parental, Adoption, Surrogacy Leave

    + Backup and On-Site Childcare

    + Well-Being Rewards

    + Employee Assistance Program (EAP)

    + Fertility Benefits, Healthy Pregnancy Program

    + Flexible Spending & Commuter Accounts

    + Pet, Home & Auto, Identity Theft and Legal Insurance

     

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    Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

    EEO STATEMENT

    Atlantic Health System, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.