HCA Healthcare · 19 hours ago
Customer Service and Reputation Manager
United States
Full-time
Remote
Senior Level
5+ years expHCA Healthcare is a leading healthcare provider dedicated to improving lives and patient care. They are seeking a Customer Service and Reputation Manager to lead a team focused on delivering exceptional patient experiences and managing the organization's online reputation.
BiotechnologyHealth CareHospitalMedicalPrimary and Urgent Care
Responsibilities
Lead and inspire a customer service team to exceed patient expectations and achieve service goals
Monitor performance metrics daily, identify gaps, and implement improvements for quality and efficiency
Analyze feedback and trends to develop actionable strategies that enhance patient engagement and loyalty
Recruit, mentor, and coach team members, providing guidance on complex issues and escalation processes
Develop and refine service procedures, workflows, and policies to ensure consistency and excellence
Drive reputation management initiatives, partnering with operations and training leaders to maintain positive online sentiment
Leverage insights from reputation management platforms to build enterprise-wide strategies
Collaborate across teams to deliver training and best practices that elevate customer service standards
Communicate effectively with leadership on program performance and opportunities for growth
Step in when needed to handle customer service duties during staff shortages
Qualification
Required
H.S. Diploma or equivalent required
Proven leadership experience in customer service or reputation management roles
Strong analytical skills to interpret data and identify trends for continuous improvement
Excellent communication and interpersonal abilities to influence and guide teams
Problem-solving mindset with a focus on resolution and customer satisfaction
Comfort with training and mentoring team members at all levels
Preferred
Bachelor's degree in Healthcare Administration or related field is highly preferred
5+ years of experience in urgent care, operations or comparable customer service experience is preferred
Experience with reputation management platforms and online engagement strategies
Benefits
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Company
HCA Healthcare
HCA Healthcare provides medical education and healthcare services in locally managed facilities. It is a sub-organization of North Florida Endoscopy Center.
10001+ employees
H1B Sponsorship
HCA Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (2)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$8.51B2025-10-31Post Ipo Debt· $3.25B
2025-02-24Post Ipo Debt· $5.25B
2014-06-25Post Ipo Debt· $3.2M
Leadership Team
Nicholas Manning
Chief Executive Officer
Nick Lane
Regional Vice President Human Resources
Recent News
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