Customer Service Center Supervisor

2 weeks ago


Little Ferry, New Jersey, United States Shady Grove Fertility Full time

Join a Purpose-Driven Team
At Shady Grove Fertility, we are dedicated to making a significant impact in the lives of individuals and families. We are seeking a Customer Service Center Supervisor who is passionate about providing exceptional service and support.

About Us
Shady Grove Fertility is a leading network of fertility centers, committed to delivering outstanding patient care. We are looking for experienced, compassionate, and dynamic professionals to join our team.

Position Overview
This role is essential in enhancing the performance and efficiency of our Customer Service Center. Reporting to the Director of Customer Service Management, the Supervisor will ensure that daily operations align with our strategic objectives related to customer satisfaction, access to care, and service coordination.

Key Responsibilities

  • Operational Management: Oversee the daily functions of the Customer Service Center staff, ensuring alignment with strategic objectives and optimal performance.
  • Performance Standards: Develop and recommend performance benchmarks, utilizing industry best practices to enhance customer service strategies.
  • Metrics and Goals: Establish and manage operational metrics to meet business and client service expectations, ensuring the achievement of annual performance goals.
  • Collaboration: Work closely with Regional Managers and other leaders to align processes with clinical and operational goals.
  • Team Leadership: Lead and develop the team, focusing on hiring, retention, performance management, and succession planning.
  • Business Reporting: Create and implement business metrics, measuring outcomes and monitoring service quality.
  • Workforce Optimization: Oversee effective workforce planning, optimizing staffing resources to meet business demands.
  • Continuous Improvement: Gather and analyze customer feedback to drive improvements in service quality.
  • Compliance: Ensure adherence to company policies and regulatory standards, maintaining a professional work environment.
  • Additional Duties: Provide support to the Customer Service Center staff as needed and assist in updating operational procedures.

Qualifications

  • Bachelor's degree.
  • Minimum of three years of experience in a medical office or customer service management role.
  • Knowledge of healthcare operations and legal considerations.
  • Familiarity with electronic medical records and practice management systems.
  • Strong understanding of quality control metrics in healthcare.
  • Ability to maintain confidentiality.

Skills and Abilities

  • Excellent verbal and written communication skills.
  • Strong organizational and multitasking abilities.
  • Proficient in Microsoft Office Suite and EMR software.
  • Ability to work in a fast-paced environment.

This job description outlines the essential functions and responsibilities of the Customer Service Center Supervisor role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.



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