The Customer Services Supervisor is a driving force in maintaining a “best in class” (if not world class) Customer Service organization for Assurex Health who is going through rapid and multiple stages of corporate growth. The CS supervisor manages the day-to-day activities of the department. The position is responsible for recruiting, training, supervising and retaining the call center staff. Other key responsibilities include: writing and managing processes and procedures, developing and maintaining call scripting, providing resources and information to support the needs of calling patients and customers and is a lead in helping find solutions for day-to-day customer and team needs. This position works closely with the field/sales organization to adequately support pre and post sales activities, is well versed in anticipating customers most frequently asked questions and needs, partners with marketing on materials and messaging to the field and our customers and works hand in hand with patient billing to ensure a seamless experience for the patient. This position would report to the Director, Customer Service.
Monitor day to day call center activity including all standard operating procedures, call contact metrics, exception resolution measures and staff performance
Ensures orders received each day are accounted for and processed in a timely manner (TAT)
Manages within and trains to the systems utilized by the staff to complete their day to day activities. These systems include (but are not limited to) mygenesight, Salesforce, Bugtracker, Mars and the Shoretel phone system
Staff and manage a geographically organized diverse, competent and well trained world-class call center as the central hub for pre and post-sales support
Develop answers and solutions to current and anticipated customer needs
Monitor and coach staff on performance metrics and outcomes including call etiquette, call scripting, call wait time, response time, and customer issue tracking and documentation
Review and manage all department escalations to ensure a timely resolution
Oversees call center quality assurance programs. Establishes standards for governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct identified issues
Identify process challenges and work with department heads to coordinate and improve process, systems and structures
Complete payroll, manage staff schedules and time off requests to ensure coverage for all roles/hours in the department
Engage and motivate staff to increase productivity. Create and manage incentive programs related to staff performance
Participate with product development, product marketing and product management on new products and current product enhancements
Document evolving process, procedure and training within the department
Interview and hire future department positions
Perform overflow support of any department functions not meeting documented SLAs
Bachelor degree preferred; 5 years of customer services experience, preferably in the health care industry. Equivalent experience in the IT/software domain will also be considered.
3+ years managing call centers or other customer services functions
Ability to manage employees in remote locations and to effectively manage processes and resources
Must demonstrate ability to perform tasks correctly and consistently
Follow all rules and regulations and adhere to the highest ethical standards
Ability to manage multiple tasks in a fast-paced environment
Must have the flexibility to work extra hours and evening hours (sometimes weekends) to meet departmental goals
Must have desire and potential to advance in the organization
Excellent time management, scheduling, and organizational skills
Ability to manage multiple tasks in a fast-paced environment
Ability to work effectively under tight timelines and schedules
Ability to work independently and as a contributing team member
Ability to sense the importance or impact of issues and situations and take appropriate actions
Must be flexible, innovative, and self-motivated
Must have the flexibility to work extra hours to meet corporate and departmental goals
Strong communication, interpersonal and organizational skills
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. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
Assurex is a personalized medicine company that specializes in pharmacogenomics and is dedicated to helping healthcare providers get the genetic information they need to determine the genetically appropriate medication(s) for individual patients suffering from neuropsychiatric and other medical conditions. Assurex Health’s proprietary technology is based on pharmacogenomics— the study of the genetic factors that influence an individual’s response to drug treatments—as well as evidence-based medicine and clinical pharmacology. The GeneSight test was developed in the Assurex Health clinical laboratory and is based on patented technology licensed from two world renowned medical centers, Mayo Clinic and Cincinnati Children’s Hospital Medical Center, who continue to be research collaborators. The company was founded in 2006 and is located in Mason, OH. Assurex Health is a subsidiary of Myriad Genetics, Inc.
Assurex is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran.
Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. We believe that diversity lends a regional, national, and global advantage to the clients we serve. Our workforce consists of dynamic individuals, with a range of backgrounds, talents, and skills.