Supervisor, Patient Solutions

AssistRx • Phoenix, AZ

23d • Onsite

About The Position

The Supervisor is responsible for supervising and coordinating activities of workers providing Patient Solutions customer support services.

Requirements

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills: Microsoft Office Suite.

Responsibilities

• Makes necessary changes in staffing based on day of week and other anticipated events.
• Monitors productivity of customer service representatives and generates reports.
• Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints.
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Determines work procedures, prepares work schedules and expedites workflow.
• Studies and standardizes procedures to improve efficiency of direct reports.
• Maintains collaboration among workers and resolves grievances.
• Prepares composite reports from individual reports by direct reports.
• Performs other related duties as assigned by management.
• Directly supervises all employees within the Patient Solutions Program(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees