Patient Care Manager

About the job

Lead and develop the Member Care Team at Stanford Federal Credit Union, providing top-tier service to a diverse membership group. In this management role, you'll oversee staff recruitment, training, quality assurance, and process improvements, while ensuring excellent member experiences and regulatory compliance.

Key Responsibilities

• Hire, supervise, train, and develop staff on an ongoing basis
• Monitor service and quality standards using QA evaluations
• Address escalated queries and provide effective coaching
• Collaborate with other departments on service improvements
• Prepare schedules and track agent productivity data

Qualifications

• 6-8 years' related experience, including staff management
• Minimum 4-year college education or equivalent
• Strong communication, problem-solving, and coaching skills
• Proficiency in Excel and other office applications
• Proven excellence in member service

Benefits

• 100% employer-paid health, dental, vision, life, and short-term disability insurance for employees
• 401(k) match and additional retirement contributions
• Education reimbursement and wellness benefits
• Extensive paid time off and bonus incentives

Location

• Palo Alto, California, United States
• On-site role (not remote)

Healthcare · 200-500

Stanford Federal Credit Union, established in 1959, is a member-owned financial institution based in Palo Alto, California. It offers a range of services including checking and savings accounts, loans, and credit cards, primarily serving the Stanford community and affiliated organizations. With assets exceeding $3.9 billion and over 84,000 members, the credit union emphasizes member benefits and financial education. It operates six branches and provides access to over 30,000 surcharge-free ATMs nationwide. As a not-for-profit entity, Stanford FCU focuses on improving the financial lives of its members.