Customer Service Supervisor

Primary Responsibilities

• Determines and implements call center operational strategies, in partnership with the management, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Directly manages and mentors Call Center staff and the daily operations of the access center
• prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to their manager
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades

Required Qualifications

• High School Diploma / GED
• Must be 18 years of age OR older
• 5+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 2+ years of progressive leadership experience within healthcare
• Experience leading a team in a fast-paced, high-volume and fluid call center environment
• Ability to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place
• Advanced in Microsoft Office tools (Microsoft Excel, Microsoft Word, and Microsoft Outlook)
• Knowledge of medical terminology
• Must live within a communicable distance to a Reliant office
• Able to work full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime
• Ability to work remotely

Soft Skills

• Proven exceptional interpersonal and customer service skills with a solid ability to openly and effectively communicate
• Proven solid problem-solving and conflict resolution skills
• Proven ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success