Supervisor, Mortuary Office

SCI Shared Resources•Whittier, CA

4d•$77,000 - $87,000

About The Position

Provide outstanding customer service to internal and external customers by supervising the Mortuary Office, Mortuary Office Lead, Mortuary Office Specialists, and the Mortuary Office Filers in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance, Safety, and Budget Expectations. Ensure that all documentation is completed in accordance with state, federal, and company rules and regulations. Supervise the Mortuary Office according to management expectations set forth in the Performance Review process. Maintain high level of customer satisfaction as to it pertains to First Calls, general questions and inquires, and customer service issues. Majority of calls received are during a time of grief where empathy and compassion must be displayed at all times. Comply with state and federal laws, and with established Company rules and regulations by ensuring that documentation to support the disposition of remains are complete, accurate, and filed. Stay updated on changes from Coroners’ Offices, state and county health departments, and the death care industry. Assist and empower the team to resolve customer complaints by troubleshooting and taking appropriate action. Ensure a high level of quality control by adhering to standard practices and reporting training opportunities to management. Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance. Support cross-functional departments by communicating regularly and participating in rotating manager on duty weekends. Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals. Maintain fair and balanced staffing schedule that meets Office demands seven days a week, 24 hours a day, by understanding work flow volume, understanding employee skill and experience, and considering employee’s needs for Paid Time off. Use standard written and verbal English communication skills, and articulates ideas clearly and professionally to gain support from staff, other Company offices, and government agencies. Any other duties assigned by management.

Requirements

Excellent communication and interpersonal skills
Ability to positivity and proactively handle customer concerns
High level of initiative, accountability, and sense of ownership
Current CA driver’s license and good driving record
Communicate persuasively with co-workers, management team, customers, government agencies, and doctor’s offices to gain cooperation; use persistence, finesse, and tact
Operate Electronic Death Registration System (EDRS)
Knowledge of causes of death and medical coding
MS Office Software
HMIS system
CA Driver’s License
Keyboard at 40 wpm

Nice To Haves

Knowledge of Mortuary, Cemetery, and/or supervisory experience is preferred
A.A. degree in business or mortuary science, or equivalent is preferred
Bilingual English/Chinese and/or English/Spanish or English/Vietnamese preferred
Bilingual a plus

Responsibilities

Supervise the Mortuary Office, Mortuary Office Lead, Mortuary Office Specialists, and the Mortuary Office Filers in accordance with Rose Hills strategic management practices
Ensure that all documentation is completed in accordance with state, federal, and company rules and regulations.
Supervise the Mortuary Office according to management expectations set forth in the Performance Review process.
Maintain high level of customer satisfaction as to it pertains to First Calls, general questions and inquires, and customer service issues.
Comply with state and federal laws, and with established Company rules and regulations by ensuring that documentation to support the disposition of remains are complete, accurate, and filed.
Stay updated on changes from Coroners’ Offices, state and county health departments, and the death care industry.
Assist and empower the team to resolve customer complaints by troubleshooting and taking appropriate action.
Ensure a high level of quality control by adhering to standard practices and reporting training opportunities to management.
Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance.
Support cross-functional departments by communicating regularly and participating in rotating manager on duty weekends.
Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.
Maintain fair and balanced staffing schedule that meets Office demands seven days a week, 24 hours a day, by understanding work flow volume, understanding employee skill and experience, and considering employee’s needs for Paid Time off.
Use standard written and verbal English communication skills, and articulates ideas clearly and professionally to gain support from staff, other Company offices, and government agencies.
Any other duties assigned by management.