CCC Sr Supr Customer Service

VITAS Healthcare•Miramar, FL

About The Position

All duties and responsibilities are to be performed in accordance with VITAS Healthcare Corporation’s policies, procedures, guidelines, contractual commitments, and governmental regulations. · Interview, hire, train, support, and develop all Sr. / Admission Coordinators (AC). · Supervise all day-to-day AC activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals. · Function as a subject matter expert and support for CCC Customer Service Supervisors. · Proactively support all CCC projects, Program meetings and engagements, and escalation investigations with applicable intervention action. · Provide back-up support to the Referral Manager. · Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs. · Continuously monitor all day-to-day activities taking place within the Care Connection Center. · Supports all strategies, plans, and implementations as directed by CCC Leadership. · Supervision of VX data integrity to ensure a clean, billable patient record. · Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded. · Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs. · Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded. · Proactively identify operational efficiency and customer service enhancement opportunities. · Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals. · Respond to complaints in a timely manner, maintain quality improvement documentation. · Supervise staff as first-level leadership implementing strategies, processes, and guidelines. · Determine work procedures, prepare work schedules, and expedite workflow. · Evaluate and standardize procedures to improve efficiency of subordinates. · Observe and evaluate employees and work procedures to ensure quality standards and service is met. Provide feedback regarding personnel actions such as new hire requests and discharges, to ensure proper staffing. · Attend meetings, training activities, courses and all other work-related activities as required. · Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Requirements

Three or more years related experience supervising an operations team in a 24/7 environment.
Call Center/Customer Service management experience preferred.
Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment.
Expert in the delivery and monitoring of customer interactions.
A solid track record of managing customer service complaints.
Experienced in leading, supervising, and supporting customer service agents.
Ability to research and analyze information and data to arrive at and articulate valid findings, including root cause analysis, to build recommended corrective action plans.
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
Superior ability to effectively communicate at all levels both verbally and in writing.
Ability to develop spreadsheets and use word processing and database computer software as well as MS Excel, Word, and PowerPoint.
Prior experience in collaborating with other functional leaders to drive strategic initiatives and action plans.
Proven track record for supporting teams that are proactive in driving process improvement.
Must be highly organized and able to manage multiple responsibilities.
Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
Completion of high school or basic education equivalency required.

Nice To Haves

Call Center/Customer Service management experience preferred.
Bachelor’s degree preferred.

Responsibilities

Interview, hire, train, support, and develop all Sr. / Admission Coordinators (AC).
Supervise all day-to-day AC activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals.
Function as a subject matter expert and support for CCC Customer Service Supervisors.
Proactively support all CCC projects, Program meetings and engagements, and escalation investigations with applicable intervention action.
Provide back-up support to the Referral Manager.
Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs.
Continuously monitor all day-to-day activities taking place within the Care Connection Center.
Supports all strategies, plans, and implementations as directed by CCC Leadership.
Supervision of VX data integrity to ensure a clean, billable patient record.
Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.
Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs.
Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.
Proactively identify operational efficiency and customer service enhancement opportunities.
Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals.
Respond to complaints in a timely manner, maintain quality improvement documentation.
Supervise staff as first-level leadership implementing strategies, processes, and guidelines.
Determine work procedures, prepare work schedules, and expedite workflow.
Evaluate and standardize procedures to improve efficiency of subordinates.
Observe and evaluate employees and work procedures to ensure quality standards and service is met.
Provide feedback regarding personnel actions such as new hire requests and discharges, to ensure proper staffing.
Attend meetings, training activities, courses and all other work-related activities as required.
Performs related duties as required.