Patient Support Supervisor, Call Center | Onsite-Chesterfield
BlinkRx · St Louis, MO · 1 wk ago
On-siteInformation TechnologyFull-time
What You’ll Do
- Manage a growing team of Patient Support Specialists and assist with the day-to-day operations of the Patient Support team to ensure operational excellence and adherence to SLAs
- Review and analyze team and individual Specialists’ performance data to meet and exceed structured performance targets across the team
- Collaborate with cross-functional stakeholders on the implementation of company and department initiatives to drive operational improvements & productivity gains to support business and linear team growth
- Manage the queue, backlogs and workflows of the Patient Support team and make tradeoffs to optimize performance
- Leverage customer insights and expertise to identify workflow and process improvements to optimize the overall customer experience
- Leverage your business expertise and use discretion to resolve complex and ambiguous escalations from Patient Success team
- Foster a collaborative, cohesive, and enjoyable team dynamic
Requirements
- Bachelor’s Degree in Communication, Business Administration or equivalent degree/experience
- 3+ years of leadership experience in a fast-paced environment
- 2+ years of customer service, call center, healthcare, pharmacy or other relevant experience
- Strong leadership; ability to provide critical and on-time feedback and coaching to team members and business partners
- Strong problem-solving skills, especially when working with ambiguous information
- Attention to detail with a knack for precision and organization
- Confident, patient, respectful, and a clear communicator
Qualifications
- Experience managing a team of Patient Support Specialists
- Experience with performance analysis and goal setting
- Experience with cross-functional collaboration and initiative implementation
- Experience with queue management and workflow optimization
- Experience with customer insights and process improvement
- Experience with resolving complex and ambiguous issues
- Experience fostering a positive team dynamic