Supervisor Customer Service OVERNIGHT

2 weeks ago

Miramar, United States Vitas Healthcare Full time

* 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.
* Supports all strategies, plans, and implementations as directed by Senior Leadership.
* Emphasis on the 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/exceeded.
* Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs.
* Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/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 is 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

SCHEDULE

* 11:00pm-7:30am with a minimum of 1 weekend day (Sat/Sun)

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, 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 computer software as well as MS Excel, Word and PowerPoint.
* Prior experience in 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.

SPECIAL INSTRUCTIONS TO CANDIDATES

* EOE/AA M/F/D/V

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