Supervisor, Patient Support - Afford Svcs
$54,700–$54,700 year
On-siteWhippany, New Jersey, United States
Job Summary
Ensure the team of approximately 15 members delivers extraordinary "white glove" patient concierge healthcare services by meeting SLAs and KPIs. Identify process improvements using customer feedback, QA results, and turnaround data. Provide regular coaching to foster a positive environment and exemplify strong leadership focused on employee engagement. Monitor workloads, rebalance as needed, manage attendance, and approve time. Respond to escalations and engage internal areas like Program Management and IT to resolve issues. Provide input to Quality and Training to improve procedures and ensure pharmacovigilance processes, including AE/PQC submissions, are followed. Work onsite daily in an 8 AM – 8 PM contact center schedule with flexibility for evenings and weekends.
Required Qualifications
- Bachelor's degree in business, marketing, or related discipline
- A minimum of 3-5 years of equivalent work experience
- Minimum three years leading a claim/customer service or related team in a production or similar environment
- Minimum of 3 years working in an inbound call center, handling medical benefits, claim adjudication, third-party billing, and/or provider issues
- Job required to be onsite daily
- Work schedule in support of an 8 AM – 8 PM contact center
- Flexibility to support the needs of the business (evenings, weekends, etc.) as needed
Desired Qualifications
- Previous experience in coaching, motivating, and training others through constructive feedback
- Previous Call Center experience
- Working knowledge of good supervisory practices and skill in supervising others, including communication skills
- Knowledge of all aspects of call center needs with expertise in insurance verification and claims
- Ability to effectively evaluate performance, resolve complaints, ensure appropriate orientation, develop and mentor staff, provide career coaching, motivate staff individually and as a group, understand and support diversity, and establish and maintain an effective team
- Ability to independently implement the benefit verification and/or case management process (assess, plan, implement, and evaluate) to meet patient needs as it relates to customer needs and to staff and delegate with guidance from policies, procedures, and protocols
- Critical thinking skills
- Highly proficient computer skills, including Microsoft Office
- Outstanding customer service skills
- Well-organized and able to effectively prioritize daily workload
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