Customer Care Manager

Customer Care Manager (CCM)

About Us: BrightStar Care is a leading provider of home healthcare services in the United States. We are expanding our business network globally and seeking a motivated and results-driven Customer Care Manager (CCM) based in Nigeria. This role is remote, and it involves serving as the first point of contact for clients providing timely and effective assistance and ensuring a positive Customer experience for a U.S.-based healthcare services and other task as assigned by the Manager.

Salary: 300,000 NGN Per Month

Monthly Internet Allowance : 25,000 NGN

Location: Lagos, Abuja

BrightStar Care of Pullman/Calumet City is seeking an experienced and highly organized Customer Care Manager (CCM) to oversee client relations, scheduling operations, and service quality. If you are passionate about delivering exceptional customer service in a healthcare environment and thrive in a fast-paced role, we want to meet you.

About the Role

The Customer Care Manager plays a key role in ensuring our clients receive A Higher Standard of home care. This position manages customer relations, scheduling, staff coordination, compliance, and communication between office and field staff. The CCM supports daily operations and helps maintain the quality and consistency that BrightStar Care is known for.

Key Responsibilities

• Serve as the main point of contact for client/customer relations
• Manage client care procedures and address concerns professionally
• Oversee scheduling to ensure adequate coverage and minimize overtime
• Use scheduling/clinical software to support workflow and documentation
• Train staff assigned to on-call responsibilities
• Support billing, coding, and accurate documentation

· Assists with the intake of new clients and informs potential clients of our services and reasons to utilize BrightStar over other agencies

• Support organizational goals and quality improvement initiatives
• Assist the Director of Nursing in evaluating staff competency
• Coach, support, and supervise field staff as needed
• Maintain accurate clinical records per state and federal guidelines
• Ensure compliance with all regulatory standards which include both local, state and federal laws

Core Skills

• Strong customer service and relationship-building
• Prompt and Efficient Communication & Use of Appropriate Channels
• Scheduling and staff coordination
• Knowledge of HIPAA and healthcare office procedures
• Clear verbal and written communication
• Quick problem-solving and decision-making
• Strong time management and ability to multitask
• Proficiency in scheduling systems, EMR, and Microsoft Office
• Accurate documentation and recordkeeping
• Ability to coach, support, and guide staff
• Emotional Intelligence
• Basic understanding of billing and coding (preferred)

Key Attributes

• Empathetic, patient, and professional
• Flexible and calm under pressure
• Highly organized with strong attention to detail
• Team-oriented and collaborative
• Reliable, accountable, and dependable
• Positive attitude and strong work ethic
• Always maintains confidentiality

Working Conditions:

• This is a fully REMOTE POSITION with a structured work schedule aligned to U.S. Central Time (CST), Monday through Friday, 8:00 AM to 5:00 PM CST. including weekends Saturday and Sundays if needed
• Candidates must be able to work and remain responsive during standard U.S. business hours, regardless of location.
• A quiet, professional home office setup with reliable high-speed internet is required.
• Daily work is conducted through digital platforms including video conferencing, cloud storage, email, and CRM tools.
• No travel is required. All job duties, including credentialing, referrals, and client interactions, are performed remotely.

Requirements

· Bachelor's degree preferred (Health Administration, Business Administration, Nursing or related field)

· Candidate must have completed the NYSC program and possess a valid NYSC discharge certificate.

· Additional training in healthcare administration or customer service is a plus

· Proficiency computer skills with strong knowledge in MSOffice (Outlook, Word, Excel, and PowerPoint)

· Ability to use CRM platforms , email management and basic data-entry systems

· Comfortable working with online communication tools and health care related software

· Flexibility and good time management skills A MUST

· Minimum of 2 years of experience as Customer Care Manager and/or managing customer service within a healthcare office setting; knowledge of HIPAA and healthcare office regulations.

· Excellent organization, planning, and project management skills.

Why Work with BrightStar Care?

We value our employees and provide a supportive environment where you can grow, be recognized, and build a meaningful career. BrightStar Care locations are independently owned and operated, and we promote from within.

Job Type: Full-time

Pay: From ₦300,000.00 per month

Education:

• Undergraduate (Preferred)

Experience:

• Healthcare: 3 years (Required)

Language:

• English (Required)

Location:

• Lagos (Required)