Supervisor, Patient Support Billing

1 month ago


Madison, United States Exact Sciences Corporation Full time

**Help us change lives**

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

**Position Overview**

In conjunction with the Exact Sciences Laboratories leadership team, this role manages the day-to-day Customer Care Center activities. The Supervisor, Patient Support manages a team of Customer Care Associates (CCA) and Customer Care Specialists (CCS). This role is responsible for the evaluation of relevant CCA’s and CCS’s metrics and other identified key performance indicators. This position aligns with other Customer Care Center leadership on the planful execution of the objectives to support the accomplishment of company goals.

**Essential Duties**

include but are not limited to the following:

- Partners with the Exact Sciences Laboratories training team in the creation of training materials as appropriate. Identifies additional training needs and resources, as needed. Provides coaching to the Customer Care Center employees, as needed.
- Monitors associate and overall department metrics in order to meet departmental and company goals.
- Provides on-going coaching and mentoring all associates to ensure a consistent level of service is maintained. Recommends and implements changes to ensure high quality customer service.
- Supervises a team of associates. Provides escalation support to associates. Coordinates with HR to hire and onboard new Customer Care Center employees and performance manage. Partners cross functionally to support the Exact Sciences Laboratories mission.
- Maintains skillset to be able to perform all essential responsibilities of the associates and performs them as directed.
- Ensures familiarity with relevant guidelines and policies for medical devices.
- Identifies and shares best practices and drives for continuous improvement of the customer experience.
- Manages and resolves customer complaints.
- Prepares performance reports to share with associates.
- Knowledge of customer service principles and practices.
- Knowledge of contact center operations including implementation, training and performance monitoring.
- Excellent verbal and written English communication skills.
- Disciplined, self-motivated and reliable.
- Able to stay focused on a task and work independently.
- Motivated to perform quality work.
- Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
- Inspire and motivate others and work effectively through influence and collaboration.
- Maintains a positive attitude with excellent interpersonal skills.
- Ability to interact and build strong working relationships with customers, as well as peers at all levels of the organization.
- Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
- Conducts self in a professional manner in all interactions with members of the Exact Sciences team, clients and associates.
- Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy, Code of Business Conduct and Ethics.
- Performs all job duties according to Customer Care Center policies and procedures.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Regular and reliable attendance.
- Ability to work designated work schedule, which may include nights and/or weekends.
- Completes other duties as assigned.
- Ability to listen and speak on the telephone and write simultaneously.
- Ability to operate telephone system and computer keyboard and printer.
- Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
- Ability to work in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
- Ability and means to travel between Madison locations.
- You will be required to successfully complete all Epic Certification requirements with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.

**Minimum Qualifications**
- Bachelor’s degree in Business or related field; or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of Bachelor’s degree.
- 5+ years of customer service experience with demonstrated exceptional customer experience, preferable in an inbound/outbound contact in the healthcare industry.
- 2+ years of experience directly or indirectly leading others.
- Authorization to work in the United Sta



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