Customer Support Supervisor

MISSION:

To support MedRisk’s client retention and PT referral objectives by consistently providing an easy, efficient and productive customer experience for callers,  by the timely scheduling of PT & related communication back to the adjuster or nurse case manager and by effectively conducting targeted outbound calls on behalf of the organization.

SUMMARY OF RESPONSIBILITIES:

Responsible  for the overall supervision and leadership of the Customer Support Call Center.  Accountable for Client, Provider, and Patient satisfaction, retention, and growth by effectively delivering competitive services.

ESSENTIAL DUTIES INCLUDE THE FOLLOWING:

Performance:

• Meet and exceed all departmental and company objectives set forth by Director of Operations, Customer Support Call Center. (Addendum will be provided.)

• Develops, motivates, evaluates and coaches staff on work procedures, proper case/call handling and teamwork delivering excellent customer service.

• Monitors all performance measures such as daily statistics, schedule adherence, and quality; allocates resources to meet volume and performance requirements of all functions within Customer Support.

• Assesses individual and team performance on a regular basis and provides candid, timely and documented feedback regarding developmental and training needs/opportunities; this includes completion and review of monthly performance profiles.

• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve and exceed all business goals.

Leadership:

• Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common corporate objectives.

• Emphasizes and demonstrates goal commitment and persistence in achieving goals.

• Proactively analyzes constituent data and identifies trends and issues. Recognizes and acts on these trends/issues.

• Hold regularly scheduled team meetings and refresher trainings (as needed).

• Remove barriers to job performance and ensures regulatory compliance.

Training:

• Identify staff training needs and provide appropriate training as needed, individual-oriented or for the staff as a whole.

• Assist in the development and delivery of training programs for new employees.

• Provide opportunities for job skill enhancement:  seminars, cross-training, attending meetings of other departments, etc.

• Monitor quality assurance program; review results with each employee monthly and determine appropriate action if standards are not met.

Employee Engagement:

• Creates an environment of openness and trust by actively listening to employee issues and concerns and taking appropriate actions to address them.

• Supports employee development by discussing career goals, suggesting development opportunities, providing appropriate development time and monitoring employee progress against development plans.

• Utilizes available incentive programs to reward, recognize, and celebrate team and individual successes.

Technology:

• Advocates the effective use of technology and provides appropriate development to build staff competence.

• Effectively utilizes advanced functionality of MedRisk’s standard office technology tools and shares expertise with others.

• Works to integrate technology-based process to link Clients, Providers, and Patients together.

Skills / Qualifications:

• Minimum 3-5 years of call center supervisory experience with both in-bound and out-bound calls (medium to high volume).

•  Must have extensive knowledge of inbound and outbound call center technology, including ACD, e-workforce management, CRM, and predictive dialers

• Experience with ShoreTel & SalesForce.com Service and Support preferred, but not required.

• At least one year experience working with multi-located staff, including telework.

• Proven track record of being a change agent.

• Ability to communicate clearly, concisely, with grammatical correctness, in both oral and written communication.

• Proficient in Microsoft Word, Excel, Outlook, PowerPoint or similar office/business software.

• Healthcare, insurance or customer service experience in a Care Management organization preferred.

• Strong resolution-focused, problem-solving skills.

• Excellent conflict management skills.

• Detail oriented and solid organizational skills.

• Must have ability to multi-task and work independently.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; must talk and hear. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee may occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those of a standard office or call canter setting.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Some positions follow traditional business hours. Others require elongated work hours and a 4 day work week. Occasionally, the Customer Support Supervisor may be asked to demonstrate flexibility in their work schedule based on emerging business needs.

The noise level in the work environment is usually moderate.

MedRisk offers competitive compensation commensurate with experience and benefits programs including medical, dental, life and 401k.  This is a full time position for local candidates only.  Contract related work will not be accepted.

MedRisk is an Equal Opportunity Employer committed to Affirmative Action and a drug free work environment. The company provides equal employment opportunities to all persons without regard to race, color, sex, religion, national origin, age, Vietnam era/disabled veteran status, disability, or other bases prohibited by applicable law.