Supervisor, Patient Solutions

About the role

The Supervisor is responsible for supervising and coordinating activities of workers providing Patient Solutions customer support services.

Responsibilities

• Make necessary changes in staffing based on day of week and other anticipated events.
• Monitor productivity of customer service representatives and generate reports.
• Monitor individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answer questions and recommend corrective services to address customer complaints.
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Determine work procedures, prepare work schedules and expedite workflow.
• Study and standardize procedures to improve efficiency of direct reports.
• Maintain collaboration among workers and resolve grievances.
• Prepare composite reports from individual reports by direct reports.
• Identify and report adverse events pursuant to program requirements.
• Identify, document, and report safety information.
• Perform other related duties as assigned by management, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Bachelor’s Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills: Microsoft Office Suite.

Pay

USD $63,439.52 – USD $79,299.20 /hour