Virtual Customer Care Manager

Position Title: Virtual Customer Care Manager (CCM)

Work Set Up: Onsite

Schedule: 9:00 PM to 6:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark, Pampanga

Quick Rundown

The Virtual Customer Care Manager ensures high-quality client and customer care across all touchpoints, driving inquiry conversions, scheduling efficiency, and overall client satisfaction. This role indirectly supervises all field staff (HHA, CNA, LPNs, RNs, Therapists) under the direction of the Director of Nursing (DON).

What You’ll Do:

Client Care & Inquiry Conversion

• Manage customer care procedures and serve as primary client contact.
• Meet or exceed inquiry-to-client conversion goals.
• Ensure high-quality care at all touchpoints (phone, in-home consultation, follow-ups at 24 hours, 7 days, and every 30 days).
• Support intake calls, referral...