User Support Supervisor

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

📋 Description

• Ensure user satisfaction by resolving issues promptly and proactively while surpassing service standards and metrics.

• Oversee user workflows, providing intervention and technical expertise with a focus on quality assurance.

• Deliver both internal and external support and training related to ROI functionality and standard operating procedures.

• Act as a peer knowledge and support resource for the User Support team, exemplifying performance and behavioral standards.

• Offer project support to management as required.

• Lead by example to promote teamwork, positive morale, unity, effective communication, and service excellence.

• Ensure that prescribed training practices are implemented and utilized effectively.

• Monitor, process, and manage workflow issues through phone, email, and MRO’s Action List.

• Ensure that issues are addressed accurately and promptly.

• Resolve escalated calls that have been transferred from Requester Services.

• Assist the Director with employee performance evaluations, corrective actions, and counseling.

• Serve as a resource and liaison for the Requester Services team, offering procedural support and proactive outreach.

• Collaborate with internal teams to provide assistance, support, and training.

• Maintain a comprehensive understanding of the entire ROI process, including internal MRO procedures and external facility processes.

• Utilize knowledge of HIPAA regulations and stay updated on relevant statutory changes.

• Engage with facility contacts regarding escalated issues; respond to inquiries, resolve problems, and suggest corrective actions.

• Identify and communicate workflow concerns and trends that impact facilities.

• Interact with the Disclosure Integrity team concerning rates, invoicing, and assignment issues.

• Perform additional duties as assigned by management.

⛳️ Requirements

• A college degree is preferred or an equivalent combination of education and experience.

• Ability to multitask, think strategically, and prioritize workload effectively.

• Capability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.

• Demonstrated strong problem-solving skills.

• Self-motivated with the ability to work independently as well as collaboratively.

• Experience in retrieving, compiling, analyzing, and interpreting data from multiple databases.

• Strong organizational abilities.

• Excellent written and verbal communication skills.

• Attention to detail is essential.

• Ability to interact effectively with colleagues and build strong user relationships.

• Proficient computer skills and familiarity with Microsoft Office.

🏝️ Benefits

• Eligibility for an annual cash bonus.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Life insurance coverage.

• 401(k) retirement plan.