Supervisor, Customer Support

AMN Healthcare • San Diego, CA

50d • $66,500 - $79,000 • Hybrid

About The Position

The Supervisor, Customer Support, ensures that employees are performing their individual job functions at an acceptable level and meet department performance expectations. This role assists the Manager with employee management such as interviewing, evaluating, training, and ensuring adherence to all policies and procedures. This role is hybrid with 2 days a week onsite. Locations / Working hours: Dallas, TX /10:30am - 7:00pm CT San Diego / 8:30am - 5:00pm PT

Requirements

• Effective communication skills
• Leadership skills
• High School Diploma/GED plus 2-5 years of work experience

Nice To Haves

• Experience in a supervisory position in a call center or health care setting
• Experience in a fast-paced, external-facing customer service environment
• Experience in a direct management position

Responsibilities

• Demonstrates knowledge of job roles, providing guidance to team members to manage performance and meet customer expectations.
• Balances workload requirements within the team and address urgent, short-term increases in production volume (e.g. Reviews and approves manual payments and earnings overpayment).
• Handles customer/employee issues within the department, including work performance and adherence to policy and procedures.
• Develops and implements standards, procedures, and controls within team processes to improve data entry efficiency, accuracy, and performance.
• Provides training and coaching to team members to meet department and customer expectations.
• Provides regular feedback to employees at regular intervals, including one-on-one reviews.
• Monitors compliance with AMN’s Sarbanes Oxley (SOX), legal, tax, and financial policies and procedures, by ensuring necessary reviews and approvals take place.
• Develops and enforces Service Level Agreements (SLAs) between Customer Support and relevant business and corporate partners by educating and informing of processes and deadlines; while holding them accountable on areas that impact clinicians’ and physicians’ loyalty to meet service delivery and expectation to customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 11-50 employees