Supervisor, Patient Solutions

Job description

DEPARTMENT: Patient Solutions REPORTS TO: Program Manager, Patient Solutions SUMMARY: The Supervisor is responsible for supervising and coordinating activities of workers providing Patient Solutions customer support services. LOCATION: Phoenix, AZ: DUTIES AND RESPONSIBILITIES: - Makes necessary changes in staffing based on day of week and other anticipated events. - Monitors productivity of customer service representatives and generates reports. - Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. - Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. - Answers questions and recommends corrective services to address customer complaints. - Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions. - Determines work procedures, prepares work schedules and expedites workflow. - Studies and standardizes procedures to improve efficiency of direct reports. - Main...