Customer Care Supervisor - Oncology

Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Vaccine verification will be required.

POSITION SUMMARY:

The Supervisor, Customer Care Center (CCC) supervises Tier 1 and 2 customer care agents. Responsible for developing Customer Care Center to meet, maintain, and exceed required standards in productivity, quality, and accuracy while promoting a positive teamwork environment. Role is also 3rd level escalation for issues and escalated calls.

POSITION LOCATION: NOTE THAT THIS POSITION IS REMOTE AND CAN WORK FROM ANYWHERE IN THE US

PRIMARY RESPONSIBILITIES:

• Provide daily direction to CCC agents and monitor productivity and service levels to meet CCC BaKPIs requirements.
• Perform random quality checks for all agents to maintain highest standards of accuracy and quality.
• Provide real-time and continual feedback/training regarding processes, accuracy, and professionalism.
• Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, team work, and morale to improve the experience for our customers and the CCC team.
• Provide weekly performance metrics, feedback, and coaching for all agents.
• Follow protocol on how to deliver aforementioned feedback to agents.
• Available real time for CCC agents that are experiencing work and/or personal issues providing appropriate coaching, counseling, direction, and resolution.
• Ensure employees have appropriate training and necessary resources to perform all duties.
• Assist Manager of Customer Service with daily operation of CCC including development, analyses, implementation of staffing, training, scheduling, and reward/recognition programs.
• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution for SPI and CAPA documentation.
• Participate in SPI and CAPA reviews to determine opportunities for individual and team training to maintain adherence to processes and policy.
• Interview and train employees.
• Conduct performance appraisals.
• Administer progressive discipline.
• Perform special project tasks and assist team as needed.
• Use good judgment in communication regarding department and/or employee concerns.
• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.
• QUALIFICATIONS:
• Bachelor's degree or equivalent.
• Minimum of 3 years customer service experience and 1 year of experience in a leadership role.
• Customer Service in healthcare field or equivalent preferred

• Ability to perform both Tier 1 and Tier 2 duties and processes.
• Excellence in de-escalating customer behavior.
• Root cause analysis and problem-solving skills.
• Adaptability to change and self-starter.
• Ability to promote a positive team environment.
• Ability to deliver training, mentoring, and constructive feedback in professional manner.
• Ability to de-escalate and resolve negative personnel interactions.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, oral, and written language applications.
• Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar.
• Excellence in attention to detail and organization skills.
• Adaptability to change and self-starter.
• Ability to maintain professionalism during highly escalated situations.

• Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM.
• Problem analysis and problem solving.
• Data collection and maintenance.
• Bi-lingual a plus.
• Candidate working in East Coast time zone

• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.
• This is a full-time position that requires 0-10% travel.