Supervisor Customer Service

About the Role

Supervise, develop, and support all Admission Coordinators (AC) to ensure an efficient and timely intake/admission process for new patient referrals. Oversee day-to-day AC activities, adherence to education, quality, workforce management, customer service, operational standards, and KPIs. Monitor activities within the Care Connection Center and support strategies, plans, and implementations as directed by Senior Leadership, with a focus on VX data integrity for accurate patient records.

Responsibilities

• Supervise inbound call volumes and pending referrals to meet or exceed operational service levels.
• Ensure effective use of development, counseling, rewards, and recognition tools to support ACs.
• Support Care Connection Center orientation and training programs to meet or exceed knowledge, skill, and performance standards.
• Proactively identify opportunities for operational efficiency and customer service enhancements.
• Collaborate with corresponding programs to meet or exceed referral/admission goals.
• Respond to complaints in a timely manner and maintain quality improvement documentation.
• Implement strategies, processes, and guidelines as first-level leadership.
• Determine work procedures, prepare schedules, and expedite workflow.
• Evaluate and standardize procedures to improve subordinate efficiency.
• Observe and evaluate employees and work procedures to ensure quality standards and service are met.
• Provide feedback on personnel actions such as new hire requests and discharges to ensure proper staffing.
• Attend meetings, training activities, courses, and other work-related functions as required.

Requirements

• Two or more years of 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.
• Expertise in delivering and monitoring customer interactions.
• Solid track record of managing customer service complaints.
• Experience leading, supervising, and supporting customer service agents.
• Ability to research, analyze information, and perform root cause analysis to build corrective action plans.
• Strong judgment and discretion in maintaining partnering relationships with team members.
• Superior verbal and written communication skills.
• Proficiency in developing spreadsheets and using word processing, database software, MS Excel, Word, and PowerPoint.
• Experience collaborating with other functional leaders to drive strategic initiatives and action plans.
• Proven track record of supporting teams proactive in process improvement.
• Highly organized with the ability to manage multiple responsibilities.
• Willingness to work weekends and holidays as necessary to support operations.

Qualifications

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