Supervisor, Consumer Information Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily functions of Consumer Information Services/82SHARP, which includes managing technology operations and staffing.

• Ensure exceptional and consistent customer service, aiming to meet or surpass service level expectations.

• Track and evaluate telephony metrics, provide coaching on calls, and utilize digital call monitoring along with metric-driven processes.

• Assist in quality assurance, process enhancements, and the development of staff.

• Manage escalated customer and program manager calls, offering constructive feedback to staff.

• Execute initiatives aimed at improving service quality.

• Supervise updates to physician profiles and enhance the processes for physician surveys and data collection.

• Address technology outages and collaborate with IT to resolve such issues.

• Guarantee the accuracy of rosters, communications, departmental resources, physician data, and materials meant for customers.

• Oversee incoming calls, emails, chats, and social media interactions for both community and Sharp HealthCare services.

• Manage pharmacy-related service responsibilities, including prescription access, medication refill coordination, and pharmacy inquiries.

• Conduct quality assurance by evaluating calls and monitoring emails and chats.

• Observe the performance of the phone system, service levels, queue activity, operational trends, and staffing coverage.

• Coordinate workflows for calls, digital channels, pharmacy support, laboratory outreach, and program assistance.

• Create, validate, analyze, and disseminate reports, dashboards, and data summaries.

• Document procedures, workflows, report specifications, operational processes, and data projects.

• Collaborate with IT and operational departments regarding system challenges, software upgrades, and service interruptions.

• Support new workflows, operational initiatives, programs, and technological updates.

• Identify opportunities for workflow improvements and suggest service enhancements.

• Test and validate software updates and fixes; train staff on new software releases.

• Recruit, hire, train, schedule, coach, and supervise staff for Consumer Information Services.

• Manage attendance, staffing levels, breaks, queue volume, and incoming calls as necessary.

• Review training materials and documentation, and assist with staff meetings and in-service training opportunities.

• Act as a resource for physician referrals and consumer information services.

• Implement corrective actions and provide feedback on performance.

⛳️ Requirements

• Bachelor's Degree.

• Proven experience in customer service, quality assurance, process improvement, team collaboration, and project coordination and implementation.

• Prior experience in a dynamic call center setting.

• Proficiency with MS Office applications, including spreadsheet functionalities, and SQL-based call center software.

• Familiarity with call center software.

• Relevant field experience (or equivalent work experience) is required.

• Advanced knowledge of computer and telephone systems.

• Capability to manage multiple tasks and troubleshoot personnel, computer/telephone, and customer service issues in a fast-paced environment while making independent decisions.

• Exceptional interpersonal and customer relations skills.

• Understanding of the Sharp HealthCare organization and its available resources.

• Advanced proficiency in Office products.

🏝️ Benefits

• Comprehensive health insurance plans.

• Retirement savings options with company matching.

• Professional development opportunities.

• Paid time off and holidays.

• Employee wellness programs.