Client Experience Supervisor

REE Medical

13h•$67,000 - $69,000•Remote

About The Position

As a Client Experience Supervisor, you will play a crucial role in overseeing and managing a team of Client Experience Navigators. Your leadership will be instrumental in ensuring effective and compliant Client Records Support and guiding CRS' to enhance their individual quality and performance. The Client Experience Supervisor supports hiring, training, coaching, and developing initiatives aimed at elevating team skills and competencies. Success in this role hinges on your meticulous attention to detail, strong emotional intelligence, adept team-building and communication skills, and having a self-starter mindset. This role requires a blend of strategic thinking, team management, and interpersonal skills as well as a commitment to helping individuals achieve their performance objectives and key performance indicators (KPIs), ensuring alignment with our overarching goals and objectives.

Requirements

You must have at least 1+ years of experience working within the REE Medical Operations Department, this can include any sub-department within Operations. This also can include past VLS time and experience.
You must have at least 1 year of supervisory experience with a team of 4 or more.
Strong leadership skills and goal-driven approach, with the ability to motivate and inspire teams towards achieving common goals.
Excellent communication and interpersonal abilities, with a focus on building and maintaining relationships with internal and external stakeholders.
Proficiency in data analysis and reporting, with the ability to leverage technology to drive process improvements.
Excellent analytical, project management, and problem-solving abilities, capable of handling multiple priorities in a fast-paced environment with an eye for continuous improvement and operational efficiency.
Ability to think strategically while still maintaining a detail-oriented, self-motivated, and well-organized mindset.
High school diploma or equivalent required.

Nice To Haves

Experience in managing people in a remote or healthcare setting is a plus.
Experience within the VA Disability Industry outside of REE is a plus.
Experience navigating changing priorities and leading teams through time of change.

Responsibilities

Supporting the complete team strategy and direction as set by Client Experience leadership.
Supporting the goals, the metrics, and team structure for your direct reports.
Working in tandem with the Director of the department and manager to ensure your team is in alignment with the departmental goals.
Leading the respective teams on their daily operations.
Coaching, mentoring, and tracking each of their teams’ performance ensuring alignment with the overall departmental goals.
Owning timecards and PTO approvals for your team members.
Holding team members accountable to their goals and tracking towards team success, along with supporting the development of the team in customer service and communication skills.
Supporting hiring and onboarding processes for all new team members.
Collaborating with the manager on team performance management, this can include coaching conversations, reviews as needed, addressing any performance concerns, etc.
Ensuring the teams follows all processes and procedures related to Operational and Compliance Programs and safeguarding personally identifiable information / personal health information across the team.
Own the daily operations of the team ensuring alignment on priorities, tasks, and metrics creating a balanced workload for the Client Experience Navigators' day-to-day.
Ensure team members’ communication with internal and external stakeholders fits within specified timelines.
Maintain adherence to department standards for CENT, including conducting team call audits ensuring quality standards and compliance alignment.
Provide guidance on new processes or procedures related to Client Experience, including supporting the SOP creation process with CENT leadership.
Serve as the first layer of support for all Client Experience Navigators regarding customer issues, concerns, or other commentary within the client lifecycle.
Serve as backup coverage and support during staff transitions or absences, ensuring continuity of operations.
Serve as the internal SME on all Client Experience Team SOPs and Strategies.
Lead team in ensuring an outstanding experience for all clients within the REE lifecycle.
Upskill team regarding soft skills and hard skills, such as ongoing development for communication, empathy, conflict resolution, etc. ensuring successful partnership throughout the Client lifecycle, under the total Client Experience umbrella.