Patient Experience Center Supervisor

About the role

The Supervisor, Patient Experience Center is responsible for leading an assigned team of agents and/or Team Leads. The Supervisor’s effectiveness is determined by the success of their direct reports’ overall performance. As a part of the leadership team, the Supervisor is expected to manage in accordance with all Mercalis policies and procedures and display professionalism at all times.

Responsibilities

• Responsible for coaching and developing a team of Patient Experience Specialists in all areas of performance including, but not limited to metrics and behaviors related to the patient experience
• Listens to individual calls on an established cadence and when requested by stakeholders; provides ongoing feedback/coaching to direct and indirect reports
• Communicates policy updates and company information through team meetings, one-on-one development sessions, and training
• Documents all feedback meetings and coaching & development sessions in appropriate database in a timely manner
• Writes and conducts performance evaluations and reviews
• Ensures team completes all compliance training by established deadline and provides refresher instruction to team on a quarterly basis to ensure they can follow the correct process for reporting AE or other Client-required compliance information
• Identifies and reports pharmacovigilance information as required by client(s) (i.e., Adverse Events)
• On-time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Collaborates with direct Manager to determine issues impacting staffing and prepares resolutions to ensure call volume is adequately supported and service levels are met
• Collaborates with cross-functional support groups including QAQC, Training, WFM, internal/external HUBS, and Client Services to manage day-to-day operations
• Responsible for reviewing, validating, and approving timesheets for direct reports
• Manages call escalations as needed
• Ensures that daily goals are met by reviewing and analyzing real-time and historical data regarding productivity and quality of performance for the team
• Provides recommendations for process improvements and assists with the implementation of these as needed
• Utilize Valeris’ values as the driving force behind the team’s success
• On time adherence to training deadlines for all corporate policies and procedures
• Ensure all SOPs are followed with consistency

Qualifications

• Bachelor’s degree and 2 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing preferred or in lieu of a degree, a High School diploma or equivalent with 4 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing
• Minimum 1-year supervisory experience preferred, preferably in a call center capacity
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operational issues
• Demonstrated attention to detail, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
• Excellent problem-solving and decision-making skills required
• Attention to details
• Strong organizational and communication skills
• Ability to work a flexible schedule to meet the needs of the business and performance requirements

Physical Demands & Work Environment

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy. Although very minimal, flexibility to travel as needed is preferred. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We’re Committed To Supporting The Well-being And Success Of Our Team Members. As Part Of Our Organization, Full-time Employees Can Expect:

• MEDICAL, DENTAL, AND VISION PLANS, INCLUDING HSA- AND FSA-ELIGIBLE OPTIONS, WITH VALERIS CONTRIBUTING TOWARD PREMIUM COSTS
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.