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Supervisor, User Support

3 months ago

Salt Lake City, United States apree health Full time

Supervisor, User Support - SES

Internal Applicants Only

apree offers companies a web tool that provides their employees with personalized views of their medical benefits and the costs associated with medical procedures. apree helps the country's self-insured employers and health plans empower consumers to shop for health care. Our Customer Support Center and web-based tool simplify health care for the consumer. From explaining how costs can vary for a particular procedure to translating medical jargon on claims statements, apree provides the tools users need to take control of their own health care.

The Supervisor role is an exciting opportunity to be part of a rapidly growing and game changing health care technology company Support Center, whose aim it is to:

* Provide best in class support to its customers and users * Be smart about service delivery * Contribute to innovation in the organization by acting as a thought partner and subject matter expert on all things customer service related.

Responsibilities

* Partner with senior management to develop and adapt service models with growth of business * Conduct regular review of departmental processes in order to execute process improvement opportunities * Act as subject matter expert to other areas of the organization for strategic projects, customer-driven pilot programs and customization * Work across additional Operations disciplines as needed, including aggregating bugs/feedback to product team, supporting user testing/QA testing, and building customer-facing reports * Support and demonstrate results for company and department goals, service level agreements, and metrics. (Examples include: Customer Satisfaction, SLAs, phone metrics, and user inquiries) * Evaluate calls, chats, emails and cases and provide coaching and feedback to enhance the customer experience * Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills * Support direct reports with their personal and career growth * Collaborate with internal business partners to improve the business and customer experience including: process excellence, training, Support leadership, customer success, etc. * Lead daily and weekly team meetings focused on customers and the knowledge and/or steps required to address individual user needs

Qualifications

* Care Guide experience required * Management experience preferred * Experience giving coaching and feedback preferred * Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams * Must be reliable and flexible. (We will evaluate reliability in your current role for context) * Ability to work with minimal supervision * Excellent written and oral communication skills * Ability to be aggressive contributor to delivery focused teams; highly motivated, team player, self-starter * Ability to discuss issues related to the customer experience and discuss solutions related to policies, procedures, customer satisfaction and process * Ability to think creatively and contribute solutions to customer and operational issues * Experience developing reporting and presentations * Outstanding analytical skills with the ability to understand business functions and processes quickly * Ability to work with a virtual team and be attentive to daily attendance, and assure guides are supported and held accountable to performing the best of their ability

Location: Sandy, Utah. Leadership is required to be in office Monday -Friday. Currently not a remote position.

Compensation: $57k-$72k/annual salary & bonus eligible (national average, premium markets may vary)