Customer Service Supervisor

Syracuse, NY, USA Req #73
Monday, September 19, 2022

Customer Service Supervisor

Summary of Position:

The Supervisor, Customer Service (CS) is responsible for supporting the Customer Service Manager in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Assist in managing departmental staff and workflow to ensure Service Level Agreements are met. Coach, mentor, and motivate team members and assist Manager in assessing performance. Provides support to management, including training, and keeps management updated on team performance. Communicate concerns and policies among management and team members. This position works closely with an assigned team of CS Specialists to ensure escalations are quickly resolved, questions are answered, and workflow is managed. This individual provides on-site floor supervision, fielding client inquiries, resolving escalations regarding release of information (ROI) requests, while working to maintain consistent service standards and metrics. The Supervisor is a consistent, dependable resource for the team regarding scheduling, coaching, mentoring and real-time issue resolution. This role physically supports CS staff on the floor with escalations, resolutions and focus 75% of the time. The remaining 25% is spent supporting reporting, scheduling updates, call monitoring and performance management.

Duties & Responsibilities:

  • Lead Customer Service Team members by exemplifying a customer-focused mindset and values
  • Collaborate with CS Manager and other CS Supervisors regarding the scheduling of staff to include assigning staff to queues, time off requests and shifting responsibilities
  • Promote and contribute to positive work environment for all staff
  • Strive for meaningful professional development within the Customer Service staff to enable them to be high performers in their current roles and be able to develop career pathways throughout the company
  • Review current team processes and performance and develop solutions for improvement
  • Perform call monitoring and coaching for assigned area
  • Act as an escalation point for the Customer Service team
  • Motivate and inspire team members
  • Lead by setting a good example and demonstrate Verisma Core Values
  • Coach team on customer needs, team targets, techniques, and performance
  • Delegate and directing workflow for assigned areas of responsibility
  • Ensure that the team addresses all issues within the set Service Levels through reporting and monitoring methods.
  • Assist with hiring processes
  • Manage training of new hires for assigned area
  • Assist with staff evaluations, coaching, and performance monitoring
  • Address team questions and support the monitoring of team member work for quality and compliance
  • Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
  • Maintain positive relationships with clients and ROI requestors (attorneys, insurance companies, state disability offices, record copy services, peer organizations, doctor’s offices, patients and others)
  • Maintain strong knowledge of HIPAA, HITECH, state/federal rulings and statutes, as well as client-specific requirements
  • Maintain knowledge of ROI best practices through attending training, working closely with ROI Managers and staying current on industry trends
  • Review and distribute data and reports related to area of responsibility.
  • Document and escalate recurring performance issues to Manager
  • Support the CS team by fielding complex elevated issues through the escalation process
  • Support Manager, CS Operations with departmental improvement projects, reports and initiatives
  • Utilize records of escalation calls for training purposes within the team
  • Work with CS Supervisor team to manage CS Inbox emails to ensure response and resolution
  • Work with CS Tier III staff to determine necessary escalation track if needed outside of CS
  • Performs other duties as assigned to meet the needs of the department and the Company

Minimum Qualifications:

  • HS Diploma or equivalent, some college preferred
  • At least 3 years prior customer service experience
  • Prior experience leading and mentoring a team of people
  • At least 2 years’ experience in a healthcare setting, preferred
  • At least 2 years’ call center experience, preferred
  • Knowledge of HIPAA and state regulations related to the release of Protected Health Information, preferred
  • Strong verbal communication skills with a desire to mentor and educate others
  • Computer knowledge, including comfortability with Excel and reporting databases
  • Strong problem-solving skills and attention to detail
  • Strong level of patience to resolve customer concerns
  • High degree of follow through and follow up
  • Exceptional interpersonal skills and capacity to build effective relationships with co-workers and clients
  • Ability to work effectively and independently in high volume & fast-paced environments

Other details

  • Job Family Customer Service
  • Pay Type Hourly
  • Required Education High School
Location on Google Maps
  • Syracuse, NY, USA