Supervisor, Student Care Advising

Covista•Remote, REMOTE

21h•$50,000 - $88,000•Hybrid

About The Position

The Supervisor of Student Care Advising assists in managing the operations across the Covista MedVet Student Care Advising team. This includes staff supervision, driving initiatives that further grow and advance the Student Care Advising program, managing a caseload of students with direct advising, and supporting the overall student experience journey. As a player-coach, the supervisor will provide direct service to students, ensuring an understanding of day-to-day work and driving program strategies. Provides excellent customer care and service to internal and external customers (students, colleagues, leaders, etc.) and works towards solutions that contribute to student retention and success efforts. This colleague is charged with being a role model for the organization's Covista values and fosters a culture of CARE consistent with the organization's mission, vision, and purpose.

Requirements

Bachelor's Degree in Higher Education Administration, Education, Student Affairs, Health Care Administration, Business Administration, or other applicable fields.
4+ years related experience required, preferably in medical education, student advising, student affairs, or counseling Required.
1+ year of supervisory experience, preferably in a higher education student services environment Required.
Possess hands-on and versatile leadership qualities and the ability to manage change in a fast-paced environment.
Ability to supervise, motivate and develop staff is required.
Proven to be self-motivated and willing to take ownership of and quickly resolve complex issues.
Excellent customer service skills are required including; critical thinking, analytical skills, communication and interpersonal skills. Demonstrate the ability to foster collaboration across diverse groups of constituents, including students, faculty, management, system developers, and other staff.
Strong analytical project management and organizational skills around business process improvements, change management, and systems improvement, and the performance of database queries/searches to produce reports and analyses.
Ability to look for creative solutions through effective problem-solving.
Familiarity with Student Affairs/ Student Services best practices related to student support, services, and professional/personal development theories.
Must be available to meet domestic and international travel requirements; some weekend work is required.

Nice To Haves

Knowledge of Salesforce CRM, Simplicity-Insight, and Banner Student Information system is highly desirable.

Responsibilities

Supervises, mentors, motivates, and trains staff. Provide direct supervision managing performance and success using a leadership style of coaching, and mentoring. Models and develops coaching and training methodologies for motivating the team to provide best-in-class service.
Provides feedback regarding performance and prepares performance appraisals. Continual assessment of staff performance, providing timely and ongoing feedback as well as developing strategies for ongoing training and development of direct reports to be best in class while expanding their knowledge and skillset for future growth and development.
Maintains a 50% student caseload, providing student care advising; student service support, and case management in functional areas including but not limited to academic policy and advising, registration and academic records, student finance, student insurance, and compliance.
Plans and supervises daily activities of staff to meet the operational needs and goals of the department; including managing time-off, approving time sheets, setting priorities, managing staff resources, staff meetings, etc.
Provide support and case management to students who are experiencing an escalated or crisis situations (such as injury, hospitalization, or grieving) which may include emergency response team collaboration, hospital visits, check-ins/ well check calls. Collaborates and escalates students to MedVet teams as appropriate for additional assistance (including but not limited to BIT/CARE and ERT teams). May include Assisting with student emergency evacuation protocols. As needed, lead processes/protocols in emergent situations
Develop, implement, and evaluate programs designed to improve student success and satisfaction, and build an understanding of the resources, policies, and support associated with medical science through clinical sciences and may lead the implementation of such programs.
Establishes and updates policies and procedures through collaboration with key stakeholders to ensure customer service, satisfaction, and optimization with the functional area.
Assists with development of an annual departmental plan, and designs a weekly, monthly, and quarterly list of priorities to measure performance.
Ensures that all staff are fully trained in the required applications necessary to perform their job (Banner, Salesforce, PowerBi, and Simplicity-Insight.).
Manages escalated concerns and resolves questions of customers regarding services and policy. Provides exceptional customer care to customers by accepting ownership of issues and questions. Conceptualize critical concepts necessary to resolve student issues, encouraging critical thinking necessary to develop solutions at the lowest possible level.
Creates, maintains, and reviews a wide variety of reports and databases necessary to supervise the staff effectively and to ensure all service and performance levels are consistently met, coordinating with other managers and supervisors.
Ensures that the established Salesforce case and service metrics are met consistently and develops and implements corrective action if necessary. Ensures that staff know and understand their responsibilities, authorities, and accountabilities.
Supports the development and updates to the Student Care Advising care calendar, SOPs, procedures manual, and training guides, and works with campuses and other departments to maintain and update external University publications, such as the Student Timeline Resource, student handbooks and academic catalogs.
Performs other duties as assigned
Complies with all policies and standards