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Healthcare Client Services Lead
2 months ago
Are you driven by a desire to enhance healthcare outcomes and positively influence patient experiences?
Custom Health is on the lookout for a Client Services Supervisor to join our dynamic team.
About Us
Custom Health delivers an innovative, technology-driven medication management and managed care solution, achieving an impressive 98% adherence rate among our patients across North America. Our operations are supported by proprietary technology that facilitates: i) fully automated pharmacies, ii) at-home medication management services, iii) real-time clinical supervision by a team of over 200 pharmacist-led clinicians, and iv) the collection of real-time, actionable data and insights.
Your Role
The Client Services Supervisor will act as a mentor and primary contact for the client services team. A successful Supervisor will adeptly navigate competing priorities in a fast-paced setting while ensuring meticulous organization and attention to detail. The ideal candidate will possess outstanding communication (both written and verbal), interpersonal, mentoring, and conflict resolution abilities.
Key Responsibilities:
- Facilitates and coordinates the training and onboarding process for new team members.
- Manages shift scheduling for team members, ensuring sufficient coverage for phone and email communications while adhering to Service Level Agreement (SLA) standards.
- Reviews shift schedule modifications with management.
- Approves vacation requests from team members and informs management of any unfulfilled requests.
- Conducts daily stand-up meetings with the team.
- Proactively identifies and develops initiatives to enhance overall operational procedures and outcomes for the department.
- Maintains expert knowledge of departmental SLA's, escalation protocols, and service processes.
- Oversees and manages daily workflows and workloads among team members.
- Conducts biweekly one-on-one meetings with team members to address any concerns and provide coaching on professional growth.
- Collects and reviews Key Performance Indicator (KPI) and Quality Assurance Review data for team members monthly, discussing findings with individuals and management.
- Escalates SLA issues, product concerns, customer complaints, and team member issues to management as necessary.
- Supports the escalation process across all Client Services Analyst (CSA) tiers.
- Maintains comprehensive product knowledge and serves as a subject matter expert and resource for the team.
- Provides additional support for all products as needed.
- Participates in internal and customer meetings as required.
- Acts as the primary escalation point for unresolved high-severity client issues or team member absences during and outside of standard business hours.
- Completes ad hoc departmental reporting and other assigned duties.
- Minimum of 5+ years of relevant experience in customer support or leadership roles.
- Proficient in Microsoft Excel, Word, Outlook, and Salesforce.
At Custom Health, we are committed to empowering our employees, ensuring that our customers, patients, and their families receive the essential information and services they need to thrive.
