Client Services Supervisor

2 weeks ago

San Antonio, United States Office Ally Full time

Office Ally is a True Health Information Network, connecting Patients, Providers and Payers for Electronic Data Interchange Medical Billing, Clearinghouse Services, and Electronic Medical Records to Include E-prescribing. We offer a complete suite of interactive ASP (internet based) solutions, allowing for patient care from the point of contact in the physician’s office to receiving payment from the insurance companies and providing overall care management from the IPAs and Health Plans. Our programs allow patients, providers, and IPAs/Health Plans to interact in real time, providing immediate communication between all parties. Our solutions include Patient (PHR) and Electronic (EHR) Health Records, Practice Management, Revenue Recovery and Clearinghouse.

As a Client Support Supervisor, within Office Ally's Client Services Department, your key responsibility is to mentor, coach, and guide the Client Support team in providing superior customer support to our clients. You will lead a group of specialists to ensure that customers receive a seamless and satisfactory experience with our products and services.

**Job Duties**
- Supervise and lead a team of Client Support Specialists through mentorship and guidance.
- Monitor inbound and outbound client interactions to ensure superior customer support.
- Take escalated customer inquiries or complaints efficiently and tactfully.
- Conduct regular performance evaluations with team members, focused on addressing set KPIs and coaching towards trends.
- Partner with other departments, such as product and development, to provide feedback for product and service improvement.
- Foster a culture of accountability, teamwork, and continuous improvement within the team.
- Assist in diagnosing and resolving escalated client issues efficiently and effectively.
- Develop and maintain a deep understanding of our products or services.
- Handle escalated customer inquiries and complaints in a professional and timely manner.
- Adhere to assigned training, ensuring compliance with expected standards and requirements.
- Maintains punctual, regular, and predictable attendance.
- Works collaboratively in a team environment with a spirit of cooperation.
- Other duties as assigned.

**Qualifications**

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

**Education and Experience**
- Highschool Diploma or equivalent required and 4-5 years of related experience in a contact center with a demonstrated track record of delivering exceptional customer service.
- Ability to communicate with customers and colleagues in a friendly, professional manner.
- Must speak, read, and write in English at a fluent proficiency level.

**What we offer you**:
We have a dynamic company culture and a fun workforce. We offer paid time off benefits, competitive salary commensurate with experience, and a generous benefits package that includes health, dental, vision, short term disability, employee assistance program, and 401(k) with a generous company match.

If you share our belief that every aspect of your work can lead to a positive outcome this role will provide personal fulfillment and invaluable experience.

We’ve learned that every individual and every team work differently, so we’re embracing flexibility with hybrid roles. We’ll continue creating amazing office experiences for everyday work and the times when we do come together. We’re also embracing a growth mindset to learn together and adjust as we go.

Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law

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