Client Service Supervisor

Quest Diagnostics•Lenexa, KS

2d•Onsite

About The Position

Client Service Supervisor - Lenexa, KS, Monday to Friday, 9:00 AM to 5:00 PM. Coordinates the efforts of all Client Representatives on a shift to ensure that prompt, courteous, and accurate information and assistance is provided to clients and other personnel. Handles and coordinates the resolution of more complex questions.

Requirements

5 years of customer/client service, call center, scheduling, and healthcare operations
2-3 years supervisory experience
Experience with coaching, supervising, and developing employees
Excellent organization, communication, and interpersonal skills to manage employee, patient, and client concerns
Experience with creating and working with performance metrics
Strong attention to detail
Critical thinker and problem solver
Ability to adapt to changing conditions and circumstances
Strong ability to multitask and manage competing priorities effectively
High School Diploma or Equivalent (Required)

Nice To Haves

Experience with remote employees is highly preferred
Bachelor’s Degree (Preferred)

Responsibilities

Plans and coordinates customer service tasks such as scheduling appointments, order follow-up, and case management.
Ensure commitments are met and that questions or complaints are processed properly and efficiently.
Contributes to the development of new procedures and processes and the modification of existing customer service procedures.
Directs the preparation and maintenance of records, reports, and other related data on all customer service activities and functions.
Ensures that all services pertaining to patient information remain confidential and that conditions for release of information are in accordance with laboratory rules and regulations.
Conducts and directs a continuing assessment of all customer service procedures, determines and recommends appropriate changes to effect improvement, and establishes new requirements to meet laboratory service schedules.
Maintains contacts with customers, doctors, hospitals, etc., to constantly learn about new developments in customer service practices and procedures.
May perform other duties as assigned.

Benefits

Day 1 Medical
supplemental health
dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program
Blueprint for Wellness® healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities