Customer Service Supervisor

Description

Summary

The front desk is the first point where contact is made personally or via telephone. The person will perform routine but varied duties in accordance with the standard procedures of the department. The CSR Supervisor shall apply knowledge of department policies and procedures in order to maintain accuracy and efficiency at the front desk. The CSR Supervisor will observe and supervise the Customer Service Representatives to ensure the proper policies, procedures and scripting are being followed. The CSR Supervisor will assist in maintaining and organizing training throughout the department.

Essential Duties and Responsibilities include the following

• Train all new Customer Service Representatives
• Assist with CSR schedule
• Assist with chart audits
• Communicate any departmental changes to CSR Leads; ensure changes are in place
• Screen Resumes
• Cover needs at front desk as needed and as a floater
• Assist with routine site visits and report back any deficiencies
• Assist with opening new clinics as needed

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform the job successfully, an individual should demonstrate the following:

Competencies

• Project Management - Completes projects on time and budget.
• Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service - Responds promptly to customer needs.
• Interpersonal Skills - Maintains confidentiality.
• Oral Communication - Responds well to questions; participates in meetings.
• Written Communication - Presents data effectively.
• Teamwork - Balances team and individual responsibilities; contributes to building a positive team spirit.
• Visionary Leadership - Provides vision and inspiration to peers and subordinates.
• Delegation - Delegates work assignments; matches the responsibility to the person; sets expectations and monitors delegated activities.
• Managing People - Takes responsibility for subordinates' activities; provides regular performance feedback; develops subordinates' skills and encourages growth; improves processes, products and services.
• Quality Management - Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Diversity - Promotes a harassment-free environment.
• Ethics - Keeps commitments; works with integrity and ethically; upholds organizational values.
• Organizational Support - Follows policies and procedures.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; organizes or schedules other people and their tasks.
• Professionalism - Reacts well under pressure; accepts responsibility for own actions; follows through on commitments.
• Quality - Monitors own work to ensure quality.
• Adaptability - Changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Dependability - Keeps commitments; commits to long hours of work when necessary to reach goals.

Education and/or Experience High School Diploma or Equivalent

Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills To perform this job successfully, an individual should have knowledge of EMR, DocuTap, Excel Spreadsheet software and MS Word Processing software. Must have a typing speed of no less than 50 wpm.