Supervisor, Customer Experience Operations - 8:15 a.m. – 5:00 p.m. (ET) (10402-2026475)

About the role

The Supervisor, Customer Experience Operations supervises the daily activities of the personnel assigned to the department to ensure that our external and internal customers receive effective, efficient service through our best practices and adherence to company policies and AATB guidelines. They oversee the consignment, OEM, Emerging Business, and International programs, provide customer service and technical support to clients, and support company and departmental goals through the implementation of directives, quality standards, and process improvements.

Responsibilities

• Provides oversight to Customer Experience Operations team by supervising, guiding, and directing employees to be effective team members.
• Ensures that everyone is equipped with the right skills, tools, and talents necessary for executing their duties.
• Uses established people processes (performance, development, succession, and career) to ensure that their team’s level of performance and capabilities meet current and future standards.
• Implements activities for the department to drive customer retention and service excellence.
• Identifies errors and creates solutions that increase accuracy and efficiency, ensuring a positive customer experience for our clients.
• Monitors SAP administrative transactions for accuracy and adherence to best practices.
• Aids in testing new or revised SOPs.
• Captures data and prepares weekly, monthly, and ad hoc metric reports.
• Maintains accountability for assigned collection activities and collaborates with Sales and Accounting departments on follow-up and resolution.
• Works with customers to resolve hospital billing issues within the assigned region.

Requirements

• High school diploma or GED
• Three (3) years of customer service experience in a call center, customer service department, or allied health organization
• One (1) year of experience supervising staff in a role as a senior customer experience representative, team leader, supervisor, or manager

Preferred Experience/Skills/Certifications

• Bachelor’s degree in Business or a related field such as Health Sciences or Management
• Three (3) years of medical device or call center experience
• SAP or ERM system experience: ability to perform basic tasks in SAP or an ERM system
• Knowledge of LifeNet Health’s products and the products of our allied partners: Ability to understand, discuss, and briefly explain our products and their uses in a clinical setting.

Key Knowledge, Skills, & Abilities

• Proficiency in Microsoft Word: PowerPoint, Excel, Word, Outlook, Microsoft Suite
• Communication Skills: Excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at different levels within the organization
• Time Management: Ability to prioritize multiple, competing priorities and manage time/workload
• Attention to Detail: Ability to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on-time delivery.

Benefits

• Affordable Medical, Dental, and Vision Coverage
• Profit Sharing Plan
• 403(b) Retirement Plan
• Paid Parental Leave
• Corporate Sponsored Events
• Affordable Medical, Dental, and Vision Coverage
• Paid Time Off
• Tuition Reimbursement
• Career & Leadership Development
• Wellness Program
• Employee Assistance Program (EAP)
• Flexible Work Program

Pay

Salary Range: $57,363 to $76,484 annually
Final compensation will be based on factors such as geographic location, qualifications, and prior relevant experience. The pay range for this position is $57,363 annually (entry level qualifications) to $76,484 annually (experienced in this role).