About the job
DEPARTMENT: Patient Solutions
REPORTS TO: Program Manager, Patient Solutions
SUMMARY: As a Supervisor of Patient Solutions, you will lead and coordinate a team dedicated to providing exceptional customer support services. Your role is pivotal in ensuring that our patients receive the highest level of service.
LOCATION: Phoenix, AZ
DUTIES AND RESPONSIBILITIES:
- Adjust staffing levels in accordance with weekly demands and projected events.
- Track and analyze the productivity of customer service representatives, generating performance reports as needed.
- Evaluate individual, team, and overall call center performance to identify trends and implement strategies that achieve revenue and performance targets.
- Monitor service calls to assess employee conduct, technical proficiency, and adherence to company protocols.
- Resolve customer inquiries and recommend solutions to address complaints effectively.
- Ensure ongoing communication and updates to representatives regarding product information, procedural changes, and customer needs.
- Establish work procedures, create schedules, and optimize workflow processes.
- Evaluate and refine procedures to enhance the efficiency of your team.
- Foster teamwork among staff and address any grievances proactively.
- Compile comprehensive reports based on individual performance data from team members.
- Engage in other related tasks as assigned by management.
SUPERVISORY RESPONSIBILITIES:
- Direct supervision of all employees within the Patient Solutions Program(s).
- Execute supervisory duties in compliance with organizational policies and relevant laws.
- Responsibilities encompass interviewing, hiring, onboarding, delegating tasks, assessing performance, rewarding, and addressing employee concerns.
QUALIFICATIONS:
- Bachelor's Degree from an accredited institution or equivalent combination of education and experience.
- Proficient in Microsoft Office Suite.
COMPETENCIES:
- Adaptability: Embrace changes in the work environment, manage competing demands, and adjust methods as necessary.
- Customer Service: Handle challenging customer situations with professionalism, respond to requests promptly, and seek feedback to enhance service quality.
- Diversity: Promote a culture of inclusivity and respect for diverse backgrounds.

