Customer Service Supervisor

Labcorp•Burlington, NC

18h•Onsite

About The Position

Labcorp is seeking a Customer Service Supervisor to join our team in Burlington, NC. This role involves supervising the day-to-day operations of the Customer Service department, monitoring daily activities, and making adjustments as needed. The supervisor will directly oversee, train, and mentor the customer service support team, ensuring all shifts are properly staffed. Responsibilities include responding to and resolving complex problems related to lab results and services, overseeing and assessing department performance with regular feedback, and maintaining proper documentation. The role also requires becoming well-versed in all required databases, interacting with supply chain operations management, administering policies and procedures, and processing payroll and personnel files. Additionally, the supervisor will participate in activities to improve customer satisfaction and business performance, and provide administrative support for medical record management, CRM data maintenance, and internal records to ensure HIPAA compliance.

Requirements

High School Diploma or equivalent
3 years or more of customer service experience

Nice To Haves

Associate's degree
6 months or more of prior leadership experience
6 months or more of contact center or call center environment
6 months or more of healthcare industry experience, such as a physician's office or a hospital
6 months or more of experience in high volume anatomic pathology laboratory
Bilingual in Spanish
Knowledge of Microsoft Office suite
Experience with Salesforce.com and/or Laboratory Information Systems
Strong working knowledge of the healthcare industry and medical terminology
Familiarity with laboratory operations as well as policies and procedures
Strong verbal and written communication skills and excellent ability to listen and respond
Be courteous with strong customer service orientation
Excellent multitasking abilities required
Strong flexibility and the ability to manage and adapt to changing priorities quickly

Responsibilities

Supervise the day-to-day operations of the Customer Service department
Monitoring daily activities of customer service team and make adjustments when needed
Directly supervise, train, and mentor the customer service support team
Responsible for ensuring all shifts in the department are properly staffed
Respond to and resolves complex problems related to lab results and services provided
Oversee and assess department performance, providing regular performance-related feedback
Maintain proper documentation pertaining to customer service department activities
Become well versed in all required databases used throughout the department
Interact with supply chain operations management on a consistent basis
Responsible for administering and managing policies and procedures
Process and maintain payroll and personnel files
Participate in activities designed to improve customer satisfaction and business performance
Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance