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Supervisor, Patient Solutions

assist-rxPhoenix, Arizona, United States
On-site Full-time

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Experience Level

Manager

Qualifications

Bachelor's Degree from an accredited institution or equivalent combination of education and experience. Proficient in Microsoft Office Suite.

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.

About assist-rx

assist-rx is a dynamic organization dedicated to improving patient experiences through effective solutions and exceptional customer support. We value teamwork, innovation, and a commitment to service excellence.

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