Customer Service Supervisor

Shield California Health•Ontario, CA

10h•Onsite

About The Position

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. They are dedicated to fulfilling the medical supply needs of consumers and the caregiving community, maintaining a 99% overall customer satisfaction rating. Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington. Shield HealthCare is looking for a Customer Service Supervisor for their Ontario, CA sales office. The customer service supervisor supports daily operations of the sales office and provides customer service to internal and external customers.

Requirements

3 years supervisory experience, preferably in a customer service/healthcare environment
Proficient in Microsoft Office 365 suite
Excellent verbal and written communication skills
Strong project management and organizational skills
Ability to work in a team environment

Nice To Haves

College degree in Business, Accounting, Finance, Economics, or Management

Responsibilities

Supervises customer service staff (CSR)
Monitors CSR hold screens in Core2 and Pipeline report to ensure timely follow-up and shipment of new business orders
Process new orders when needed
Assigns 5-day call backs/5-day no doc and assists in completion when needed
Handles re-order business
Responsible for handling petty cash and submission of monthly reconciliations
Orders office supplies for the sales office
Manages the bank deposits
Monitors appropriate reports to ensure CSR and Sales teams meet performance KPIs
Monitors phone queue volume and assist with calls to ensure low abandonment rate
First point of contact for customer and referral escalation calls
Ability to communicate KPIs and identify trends to support improvements, change, and decision making
Approve no charge samples as necessary to resolve customer concerns to their satisfaction
Complete Customer Resolution Form to document nature of customer complaints and submit it to Area Manager monthly to become a part of a monthly Customer Service Report
Monitor and distribute work via Right Fax and Enterprise Workflow to ensure customer service level expectations are met
Monitor relevant provider, insurance, and referral portals to ensure timely follow-up on orders and documentation
Maintain record of CSR absences and update ADP for payroll purposes
Identify training in-services that would be beneficial based on questions and requests from CSR’s
Perform monthly QC of CSR calls (inbound/outbound) for purpose of CSR development and process adherence
Ensures monthly Shipped Not Billed is assigned, worked, and billed
Collaborate with Area Manager about process improvements to ensure operational success of the Sales Office
Attend supervisor training for further development in management
Interviews, selects, ensures orientation, trains, and when necessary, disciplines and/or discharges departmental personnel
Completes and conducts 90-day, annual performance reviews for team, setting goals and expectations
Partners with Area Manager to ensure all office postings are current and compliant
Manage team performance as required, communicating and elevating HR related matters to corporate HR and partnering with HR as needed