Supervisor Customer Service

Responsibilities

• Interview, hire, train, support, and develop all Admission Coordinators (AC).
• Supervise all day-to‑day AC activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals.
• Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs.
• Continuously monitor all day‑to‑day activities taking place within the Care Connection Center.
• Support all strategies, plans, and implementations as directed by Senior Leadership.
• Emphasize supervision of VX data integrity to ensure a clean, billable patient record.
• Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met or exceeded.
• Ensure effective use of development, counseling, and rewards and recognition tools to most effectively support all ACs.
• Support the Care Connection Center orientation and training programs to ensure knowledge, skill, and performance standards are met or exceeded.
• Proactively identify operational efficiency and customer service enhancement opportunities.
• Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals.
• Respond to complaints in a timely manner and maintain quality improvement documentation.
• Supervise staff as first‑level leadership implementing strategies, processes, and guidelines.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Evaluate and standardize procedures to improve efficiency of subordinates.
• Observe and evaluate employees and work procedures to ensure quality standards and service are met.
• Provide feedback regarding personnel actions such as new‑hire requests and discharges to ensure proper staffing.
• Attend meetings, training activities, courses and all other work‑related activities as required.

Qualifications

• Two or more years related experience supervising an operations team in a 24/7 environment.
• Call Center/Customer Service management experience preferred.
• Proven success in supporting strategic plans and attaining goals in a fast‑paced, dynamic environment.
• Expert in the delivery and monitoring of customer interactions.
• A solid track record of managing customer service complaints.
• Experienced in leading, supervising, and supporting customer service agents.
• Ability to research and analyze information and data to arrive at and articulate valid findings, including root cause analysis, and to build recommended corrective action plans.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
• Superior ability to effectively communicate at all levels both verbally and in writing.
• Ability to develop spreadsheets and use word processing and database software, including MS Excel, Word, and PowerPoint.
• Prior experience working collaboratively with other functional leaders to drive strategic initiatives and action plans.
• Proven track record for supporting teams that are proactive in driving process improvement.
• Must be highly organized and able to manage multiple responsibilities.
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.

Education

• Completion of high school or basic education equivalency required.
• Bachelor’s degree preferred.