Supervisor, Customer Service

As a Customer Service Supervisor, this employee will play a key role in managing the day-to-day activities of our customer service operations to develop our customer base through excellence in customer service. This will involve staff development, process management, and goal attainment. The role of this customer service team is to manage inbound fax and phone volume, process orders, follow up on outstanding orders, pack and ship supplies, and manage our document collection process for order entry and customer billing. As a Customer Service Supervisor, you will be responsible for leadership of the team, training staff, monitoring productivity, and ultimately improving the Key Performance Indicators for which you are responsible.  The Customer Service Supervisor is responsible for aiding the Service Center Manager in delivering best-in-class performance as it relates to all measures of the customer service center.

• Working with CSRs to build and drive best practices in order entry and customer service so that we may deliver a quality service in a timely manner
• Training CSRs to deliver reliable and repeatable outcomes
• Monitoring staff productivity, coaching staff
• Handling patients, referral sources, and administrative department inquires
• Communicating with insurance companies and/or prior authorization requests
• Entering patient information into a customer information system
• Ensuring customer satisfaction and assisting them with issues/concerns related to their health
• Serving as a backup when other employees are out due to illness, vacation, etc.
• Making decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
• Becoming educated in qualifications of multiple insurances to ensure clean order intake

#CSR Qualifications We are looking for a Customer Center Supervisor who combines excellent customer service and problem-solving skills, with the ability to work both independently and as part of a team. You should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment. It is also vital that you display exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.  

• High school diploma or GED
  • some college preferred
• Minimum 3 years medical office/clinic or institutional experience processing patient orders
• External candidates must have previous supervisory experience
• Ability to convey a positive and professional image to customers and employees
• Maintain composure in high-pressure situations
• Capable of following an issue through to its conclusion
• Home care/healthcare background, a plus