Customer Relations Manager

Customer Relations ManagerJoin Our Team as a Customer Relations ManagerAre you a service-driven leader who thrives in fast-paced healthcare environments and is passionate about creating exceptional experiences for patients and families?Join our team as a Customer Relations Manager, where you'll lead the critical referral-to-admission process and ensure every patient interaction is handled with urgency, accuracy, and compassion. This role is ideal for professionals with experience in healthcare operations, call center leadership, or hospice intake who excel at team leadership, process improvement, and cross-functional collaboration.What You'll DoAs a Customer Relations Manager, you will serve as the central hub connecting referral sources, clinical teams, and familiesensuring a seamless transition into hospice care.Key responsibilities include:Overseeing the full referral-to-admission process, ensuring timely, accurate, and complete documentationLeading and developing a team of Customer Relations Specialists to meet service and quality standardsServing as the primary liaison between referral sources, sales teams, clinical teams, and patients/familiesMonitoring referral activity, tracking trends, and ensuring accurate data entry and reportingCoordinating staffing and workflow to meet daily volume and performance expectationsCoaching team members on customer service excellence and best practicesIdentifying process improvements to enhance efficiency, accuracy, and patient experienceEnsuring compliance with all regulatory, HIPAA, and payer requirementsWhy Join Our TeamWe believe that delivering exceptional patient care starts with building strong, supported teams. As a Customer Relations Manager, you'll have the opportunity to lead with purpose, influence outcomes, and drive meaningful impact across the organization.Benefits & PerksWe offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:Immediate Access to Paid Time Off401(k) with Company MatchAnnual Merit IncreasesTuition ReimbursementEmployee Referral Bonus ProgramHealth Insurance with Low PremiumsDental, Vision, and Orthodontic Coverage$500 Matching Health Savings AccountShort & Long-Term DisabilityMental Health & Counseling ProgramsFinancial and Legal Assistance ProgramsVirtual Health & Wellness ServicesFertility Assistance ProgramYears of Service Award BonusesAbout Agape Care GroupAs a regional leader in hospice and palliative care, Agape Care Group proudly serves patients through its family of care providers Agape Care South Carolina, Georgia Hospice Care, Hospice of the Carolina Foothills in North Carolina, and ACG Hospice in Alabama, Kansas, Louisiana, Missouri, Oklahoma, Texas and Virginia. The company's employees are committed to serving with love those touched by an advanced illness, providing comfort and support through compassionate care and meaningful experiences. At any location within our company, you'll find a career that means something. You'll not only have the opportunity to use your skills to make a real difference, but you'll also be part of an inclusive, respectful work environment filled with peers who have answered the call to care for others.Our Company MissionOur mission is to serve with love, providing comfort and support through compassionate care and meaningful experiences. For our team members, these aren't empty words. In every interaction, no matter how big or small, we're dedicated to providing a superior experience for patients facing life-limiting illnesses and their families.QualificationsWhat You'll BringEducation:Bachelor's degree in a healthcare-related field preferredExperience:23 years of customer service or call center leadership experience requiredHospice or healthcare experience strongly preferredHomecare Homebase experience strongly preferredSkills & Abilities:Strong leadership and team development skillsExcellent verbal and written communicationExceptional organizational and multitasking abilitiesAbility to manage people, processes, and high-volume workflows effectivelyProficiency in computer systems and documentation platformsRequirements:Ability to work flexible shifts as neededReliable transportation, valid driver's license, and proof of insuranceAbility to sit, stand, bend, and move intermittently throughout the dayComfortable working in an environment supporting patients with serious illnessWe've worked hard to build a caring culture of integrity, communication, diversity and positive experiences, and we'd love for you to join our team.*Pay is determined by years of experience and location.