Customer Service Supervisor

Sonic Healthcare USA

2d•$65,000 - $80,000•Onsite

About The Position

In this role you will: Oversee workflow for the department. Create an environment that facilitates open communication with team members and acts in a professional and courteous manner when interacting with team and department members. Motivate and utilizes staff effectively through fostering a positive, supportive work environment. Support departmental staff in the performance of their duties. Investigate and resolve problems regarding tests and results in order to ensure accurate and efficient service. Provide support to the joint venture and attend joint venture related meetings as advised. Communicate via, phone, face-to-face and email with other departments in the lab for problem resolution. Schedule employee shifts and breaks; responsible for coverage when replacements cannot be found Approve time off and overtime Documents and records employee productivity Documents performance issues and address them accordingly as well as complete annual performance assessments. Ensure compliance with HIPAA requirements by respecting and maintaining the confidentiality of information relative to patients and clients. Participate in the interview and selection process of candidates. Oversee training of new employees and retraining for existing employees. Continuously communicates with patients and doctors’ offices, and internal departments. This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Requirements

2 year Associated Degree or equivalent.
Minimum 5 years working in a customer service driven environment.
Excellent customer service skills including excellent oral and written communication.
Ability to handle a heavy call volume.
Excellent interpersonal skills with management, team members, patients, clients and partners.
Ability to make immediate decisions and sound judgment calls.
Proficient skills in keyboard and operating computer system.
Leadership abilities to successfully coach, counsel, and motivate staff while maintaining composure and professionalism.
Proper judgment when exposed to confidential information.
Creative problem solving skills.

Nice To Haves

Minimum 1 year Supervisory experience, preferred.

Responsibilities

Oversee workflow for the department.
Create an environment that facilitates open communication with team members and acts in a professional and courteous manner when interacting with team and department members.
Motivate and utilizes staff effectively through fostering a positive, supportive work environment.
Support departmental staff in the performance of their duties.
Investigate and resolve problems regarding tests and results in order to ensure accurate and efficient service.
Provide support to the joint venture and attend joint venture related meetings as advised.
Communicate via, phone, face-to-face and email with other departments in the lab for problem resolution.
Schedule employee shifts and breaks; responsible for coverage when replacements cannot be found.
Approve time off and overtime.
Documents and records employee productivity.
Documents performance issues and address them accordingly as well as complete annual performance assessments.
Ensure compliance with HIPAA requirements by respecting and maintaining the confidentiality of information relative to patients and clients.
Participate in the interview and selection process of candidates.
Oversee training of new employees and retraining for existing employees.
Continuously communicates with patients and doctors’ offices, and internal departments.