Funding Customer Experience Supervisor

AbleNet • Roseville, MN

7d • $77,000 - $87,000 • Hybrid

About The Position

The Funding Customer Experience (FCX) Supervisor is responsible for leading the management of internal and external communications for all facets of the medical funding team. In partnership with Customer Experience Leadership, this role develops, implements, and ensures the consistent delivery of communications frameworks as well as metrics that ensure timely and high-quality responses and service delivery. As a part of the medical funding process, this role works collaboratively with other AbleNet teams to provide a service experience that is focused on continuous improvement and best outcomes for both internal and external customers and we deliver the value of speed to resolution.

Requirements

• Excellent written and verbal communication skills
• Ability to actively participate and work in cross-functional teams throughout the company
• Efficient problem analysis and problem-solving skills, and ability to apply general rules to specific problems to produce answers that make sense
• Must be self-motivated and able to work alone and within a team
• Ability to multi-task under pressure efficiently and accurately
• Ability to adapt to fast-changing environment
• Computer literate and demonstrated ability to learn new programs
• Data entry and/or account management skills
• Demonstrated track record of identifying and implementing process improvements
• Bachelor’s degree in communications, management, or other related field
• 4+ years of relevant communications experience
• 2+ years of experience in people-leadership

Nice To Haves

• Experience working with medical insurance a plus

Responsibilities

• Supervise and facilitate delivery of high-quality interactions with customers and lead the Funding Customer Experience team in demonstrating a sense of urgency and commitment to quality of service.
• Monitor the delivery of quality and timely responses to inquiries within the metrics outlined by management and advise on the continuous improvement of said metrics.
• Hire, train and coach staff in the delivery of clear, accurate and consistent responses to customer inquiries, ensuring responses follow the strategic direction of the department and result in a minimal number of touchpoints.
• Identify, document and analyze trends in incoming inquiries, and seek/recommend solutions that improve speed and effectiveness of funding customer experience processes/workflows.
• Act as the escalation point for customer escalations and critical communications issues and facilitate final resolutions, focusing on best outcomes. Respond directly to customer inquiries acting as a working supervisor.
• Work effectively as a cross-functional team member that supports company initiatives and goals and demonstrates the guiding principles of AbleNet and the customer relations organization.
• Work in collaboration with peer leadership to adopt new workflows, leveraging technology to enable human connection.
• Collect and maintain data to ensure the integrity of medical information, support continuous improvement, and maintain compliance with HIPAA, FERPA, and all other AbleNet regulatory and compliance requirements.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level