Supervisor, Onboarding

AnewHealth

1d•Remote

About The Position

The Supervisor, Onboarding leverages their expertise in guiding people and onboarding processes to ensure exceptional service delivery and adherence to organizational standards. This role focuses on overseeing the conducting of accurate performance audits, facilitating team calibrations, and providing coaching to drive continuous improvement. By serving as a subject matter expert and collaborating across teams, the Supervisor will maintain operational excellence, support workforce oversight, and enhance new patient referral experiences through effective communication and leadership. The Supervisor will demonstrate their ability to drive results and achieve a consistent standard of work from the Onboarding team.

Requirements

Associate’s degree in a related field, or equivalent experience to justify an exception.
1+ years of experience managing leading, mentoring, and training teams of frontline employees and people leaders.
Previous outbound/inbound call center or scheduling experience, including cold calling.
Proven track record of leading teams in fast-paced entrepreneurial environment and agile to change and ambiguity
Must possess strong analytical skills.
Excellent oral and written communication; able to present findings to different staff levels
Strong facilitation skills, including knowledge of program specific material to training and answer questions regarding products and procedures, as well as basic knowledge of adult learning needs and strategies
Experience monitoring calls for customer service quality i.e. quality concepts, terminology and objectives
Ability to provide targeted and actionable feedback; skilled in managing to metrics and objectives
Ability to self-manage time and prioritize multiple competing projects, while maintaining keen attention to detail
Solution-oriented; enterprising thinking
hearing, seeing, sitting, standing, talking, and walking.
Must be able to commute to multiple site locations within assigned territory.
May be necessary to work extended hours as needed.
This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis.
Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.
Applicants must be eligible to work in this country.

Responsibilities

Supervise the day to day operations of our Onboarding call center with accountability to key performance indicators such as service and quality
Collaborate and provide consultation within and across teams to ensure that quality standards are met and working with leadership to enforce Quality program guidelines regarding failure to meet quality standards.
Ensure right amount of calibrations and audits are completed based on set standard for interaction type.
Provide input and status updates regarding Quality processes and results on a regular basis.
Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors, processes while providing coaching to team members.
Demonstrate positive work environment and the ability to resolve issues
Showcases the capacity to effectively multi-task and delegate assignments based on department work load
Ability to prepare, monitor and follow up with workflows, scheduling and other activities
Demonstrates superior written and verbal skills to collaborate with internal partners
Execute continuous improvement initiatives
Ability to lead teams through a fast paced and evolving environment
Other leadership duties assigned