Supv Customer Service CBS

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Job Summary

The Supervisor Customer Service CBS oversees coordinators and specialists responding to customer requests. This position maintains high-quality patient experiences and assists in education, training, coaching, and mentorship. This role provides support for complicated or critical issues when needed. The Supervisor also assesses staffing needs and monitors and approves time off requests and timecards.

Essential Functions

• Oversees daily department operations, including workload flow, delegating assignments, and managing employee issues. Supervises time and attendance issues. Ensures department coverage needs are met.
• Builds sustainable relationships and trust with staff as well as internal/external customers through open and interactive communication.
• Reviews daily and weekly statistical reports for compliance with department expectations and goals.
• Prepares monthly and annual results and performance reports as needed.
• Evaluates staff performance and provides learning or coaching opportunities. Develops tip sheets or educational material or takes corrective action when necessary.
• Effectively communicates expectations and results to staff, reviewing areas of success as well as any opportunities for improvement.
• Performs annual reviews and any performance improvement plans needed in conjunction with the department's manager.
• Identifies areas of improvement and contributes to the development and/or implementation of processes and procedures.
• Responds to escalated issues to facilitate resolution and proactively communicates any issues and problems to appropriate leadership.

Key Success Factors

• Able to make tactical judgments on allocating and directing supervised employees' work using established guidelines, policies, and procedures.
• Able to make effective hiring and termination recommendations.
• Able to train, and evaluate performance of supervised staff.
• General computer skills include Microsoft Office, information security, scheduling and payroll systems, electronic medical documentation, and email.
• Previous leadership experience.
• Exceptional communication and leadership skills.
• Subject matter expert for Epic and Revenue Cycle Operations.
• Master skills for Customer Service Specialist for the team they are responsible for leading.

Qualifications

• EDUCATION - H.S. Diploma/GED Equivalent
• EXPERIENCE - 5 Years of Experience