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Customer Support Center Supervisor

4 months ago

Methuen, United States GLFHC Full time

Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites in Lawrence, Methuen, and Haverhill and is the sponsoring organization for the Lawrence Family Medicine Residency.

GLFHC is seeking a compassionate, customer-service oriented; bilingual (English/Spanish) Customer Support Center Supervisor to join our dynamic and fast paced Customer Support Team.
- Manages the day-to-day operations of the Customer Support Center team. Oversees the development, utilization and evaluation of internal processes to ensure customer satisfaction, efficient operations, and the accurate and timely resolution for all complaints, problems and issues.
- Resolves patient, clinician, and staff complaints, issues, and concerns. Handles any call escalations that cannot be addressed by the staff. Serves as the focal point for all issues relative to the customer support center’s customers; fosters collaborative relationships with internal and external customers.
- Maintaining and improving customer support center operations by monitoring system performance, identifying and resolving problems, completing system audits and analyses, and managing process improvement and quality assurance programs through working in conjunction with the Customer Support Center, Team Leader.
- Ensures exceptional customer service and adherence to all organizational policies and procedures. Coaches and mentors staff to ensure quality patient service and prompt and accurate completion of all required documentation.
- Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations / forecasts regarding call volume and staff schedules.
- Scheduling staff and providing support to the customer support center as a “hands on” working supervisor.
- Maintains a positive work environment and structure that supports self-directed teams and optimizes the experience, skills, knowledge and capability of the team.
- Work collaboratively with Pharmacy, Operations and Information Department leadership to ensure accurate timely service to our patients.

***Experience**
- Five to 10 (5-10) years of healthcare experience required, of which 5-7 years has been in a supervisor and/or management position preferred.
- Bilingual (English/Spanish) required.

**Education**

Bachelor’s degree required in Business Administration or related degree or equivalent experience in healthcare required.

**GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement