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Customer Serv SPVR (Sal)

GetixHealth
San Antonio, TX Full Time
POSTED ON 5/3/2024
The Customer Service Supervisor has a very important role in ensuring the success of the customer service department and the company as a whole. They work with the representatives and supporting staff to ensure that every piece of the process is working appropriately.  They communicate with clients directly as well as upper management when the Manager or Director is not available. The supervisor comes up with creative ways to motivate and manage their team in order to achieve goals and meet all client level SLA’s while ensuring GetixHealth meets its revenue goals.
 
Responsibilities include:
  • Set and monitor production and quality goals for the department
  • Monitor inventory to ensure all accounts are receiving the necessary calls and appropriate number of touches to flow through the process
  • Compile and provide operations reporting to management as needed
  • Assists the Manager and/or Assistant Director with daily running of the call center including managing the telephony solution
  • Acts as back-up when the Manager or Assistant Director is not available
  • Helps manage call queues by ensuring Team Leads are monitoring and managing their staff for optimal production and efficiency
  • Conducts random call audits to ensure the department’s level of quality meets the standards set
  • Motivate the team by identifying creative games and prizes as well as providing positive feedback
  • Answers escalated patient calls
  • Special Projects as assigned by management
Preferable skills/experience:
  • Ability to motivate staff
  • Minimum 5 years customer service experience
  • Prior management experience at a Team Lead or Supervisor level
  • Outstanding listening, communication, and problem-solving skills
  • Knowledge of all federal, state, and local healthcare laws and regulations to ensure GetixHealth is compliant
  • Excellent written communication skills
  • Proficient in EXCEL
  • Must have effective organizational skills and detail oriented
  • Ability to adapt to change and maintain professionalism in challenging situations
GetixHealth is an equal opportunity Employer.
 

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