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Customer Care Supervisor - Frisco, United States - Tenet Health Central Coast
Description
Customer Care Supervisor **Description**
: **JOB SUMMARY**
Supervises and leads the day-to-day activities of Customer Service representatives. Directly responsible for hiring, training, scheduling and monitoring of staff including the performance evaluation process. Regularly creates and reviews reports monitoring the performance of the Customer Care department. Effectively maintains a work environment, which stimulates and motivates the growth of subordinates. Interacts with internal and external resources at multiple levels.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
*Include the following. Others may be assigned.*
Oversees the day-to-day activities of subordinates including, but not limited to: monitoring daily production, scheduling, time and attendance, appropriate coverage, and equipment functioning and availabilities, etc.
Schedules and manages the inbound customer service center, optimize productivity, ensure agent schedules accurately cover call volumes, takes prompt action to minimize down time, identifies Noble issues, monitors agent stats (real time) and takes action to ensure collection goals are achieved.
Reviews and responds to email and phone messages from the facility, staff and management. Completes work efforts on accounts residing on the Supervisor control ID.
Completes daily observations of Noble agents and quality account reviews.
Trains, develops, motivates and assists subordinates in reaching new levels of skill, knowledge and understanding.
Coordinates and completes staff meetings to communicate to all subordinates any developments or information necessary for them to fulfill their responsibilities. Participates in management and senior management meetings as scheduled to maintain strategic alignment with branch and company business objectives.
Interviews candidates and makes hiring recommendations and decisions. Completes annual evaluations for each subordinate which details personal performance of core performance standards and the relationship to job success.
**SUPERVISORY RESPONSIBILITIES**
If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles) Rep, Customer Care I
**Qualifications**
: **Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.**
**KNOWLEDGE, SKILLS, ABILITIES**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong written and verbal communications and interpersonal skills
Ability to document policies and procedures, goals and objectives as applicable to the department needs
Ability to establish realistic work demands and divide work into manageable activities
Understanding of FDCPA regulations and HIPAA compliance
PC/System literate including the Internet and excellent MS Office skills
Understanding of call center technology, queue priority, and service levels
**EDUCATION / EXPERIENCE**
*Include minimum education, technical training, and/or experience preferred to perform the job.*
High School diploma or equivalent
1 year of demonstrated supervisory experience in a Customer Service call center, or equivalent management courses
2-3 years of collection experience, preferably in healthcare receivables
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in sitting position, use computer and answer telephone
**WORK ENVIRONMENT**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office Work Environment
**Primary Location**
: TX-Frisco **JOIN OUR TEAM**
***QUALITY CARE DELIVERED BY COMPASSIONATE PEOPLE***
We know it takes a special person to work in healthcare, and we are committed to providing our people with an enriching and rewarding environment. We deliver the resources, tools and support our employees need to serve our patients and customers in the best way possible so we can create happier, healthier communities.
***COMMITTED TO DIVERSITY AND INCLUSION***
At Tenet, we believe in a diverse and inclusive environment, one that is grounded in our dedication to the health and well-being of all people. Respecting, nurturing and encouraging diversity of thought, background and experience contribute to positive work environments that result in exceptional patient care. We embrace diversity because it's our culture, and because it's the right thing to do.
