Customer Care Supervisor

Harrow, Inc.

2d•Onsite

About The Position

The Supervisor, Customer Care is primarily responsible for coaching and developing talent in the Customer Care Department. In addition to statuses and volume consistent with organizational and operational needs, the position entails hiring, training, coaching, and monitoring the Customer Care Data Entry and VIP teams. The objective for the person in this role is to keep the department running in an efficient and profitable manner while delivering a world-class customer experience. Help drive sales and minimize errors driven by Data Entry Processors; Find solutions to problems and identify areas for efficiency, while innovating new ways of redefining our current operations.

Requirements

Experience: Minimum of four years in a call and data center environment, preferably in insurance, medical or health-related field
Proven track record driving KPIs and positive customer service while executing on new revenue streams
Knowledge of reporting methods, communications terminology, and technology
Bachelor's degree or equivalent combination of work and education in a related field, preferred
Must have excellent verbal and written communication skills
Ability to multi-task in a fast-paced high-volume call center
Excellent interpersonal skills to communicate with management, customers and fellow team members
Ability to handle and resolve escalated Inquiries
Effective listening, coaching and development skills
Effective reading comprehension and critical thinking skills
Proven strong leadership skills leading large high-performing teams
Proficient in the use of standard Microsoft Office software products, including Outlook, Word, and PowerPoint advanced knowledge of Excel required
Strong organizational skills with the proven ability to prioritize
Works with a sense of urgency, while engaging and listening to experts; shows a bias to
Detail oriented with above average analytical skills

Nice To Haves

Experience with prior authorizations and appeals process, preferred
Familiarity or experience with CarePoint, Salesforce, Genesys and Oracle systems preferred

Responsibilities

Train Data Entry Processors (DEP's) and VIP agents on new methods for increasing revenue and streamlining
Provide the team with an appropriate level of continued training and support to generate a world-class customer experience.
Utilize the CRM (Salesforce), Genesys and current pharmacy solution (GRx) to monitor performance and generate new opportunities.
Strategically grow a dedicated team and ensure they are subject matter
Positively impact team performance, including productivity metrics and coaching for excellence
Create an inspiring team environment with a culture of open
Provide support and leadership to the office staff, while enforcing company policies and procedures
Work with team members in meeting department call and data objectives and sales goals
Collaborate with all departments, peers and other company executives to lead the team to success
Listen to team members' feedback and attempt to resolve issues or escalate, if necessary
Report daily, weekly, and monthly results, discuss challenges and successes and proactively address issues and concerns that prevent the department from meeting goals
Review results of all Customer Care reports; including but not limited to, quality, productivity, and some call center or data entry reports
Always look for new and innovative methods and or processes to increase the customer experience
Handle escalated entries, complaints, questions and inquiries, as necessary
Maintain an orderly workflow according to priorities
Oversee day-to-day operations and service level agreements
Recognize and encourage high performance
Encourage creativity and calculated risk-taking
Partner with the training resources to ensure expectations are aligned with approved and current quality standards
Proven ability to influence change
Perform other duties, as assigned