Experienced Customer Service Operations Supervisor – Strategic Program Management and Leadership
**Rewritten Job Description:**
Join arenaflex in Shaping the Future of Customer Service Excellence
At arenaflex, we are committed to delivering exceptional customer experiences that drive long-term relationships and business growth. Our Customer Service Operations team plays a vital role in achieving this goal by providing strategic oversight and management of personnel directly interacting with external groups, including patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients.
About the Role
We are seeking an experienced Customer Service Operations Supervisor to lead our program staff in delivering high-quality customer service and enrollment activities, as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage. As a key member of our team, you will be responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements outlined by client contracts and internal standard operating policies.
Key Responsibilities
- Directly supervise staff performing customer service and enrollment activities, as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage.
- Oversee daily operations for patient access support contact center team of up to 15 team members and provide daily support ensuring team members can perform job responsibilities.
- Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance.
- Create and maintain Standard Operating Procedures and work instructions specific to the program.
- Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics / dashboards while proactively sharing results with internal and external senior leaders.
- Assess / Test / Solution / Approve program changes including those related to Information Technology, platform upgrades, and modifications to program business rules.
- Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner.
- Manage employee timecards in addition to standard HR responsibilities as a people leader.
- Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
- Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.
- Continually monitor program adherence, quality, attendance and address accordingly.
- Report Corrective and Preventative Actions in a timely manner.
- Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program related issues.
- Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.
- Effectively manage time and independently prioritize work responsibilities to meet key deadlines.
- Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
- Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
- Proactively seek and implement process efficiencies to reduce team manual work.
- Host recurring (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
- Work well independently and in a team setting by collaborating across different departments.
- Travel may be needed to perform your duties up to 25%.
Qualifications and Requirements
- Bachelor's degree or equivalent work experience.
- 3-5 years of experience in a related field of patient support programs preferred.
- Previous management experience preferred.
- Strong communication, presentation, and time management skills.
- Commitment to the continued development of oneself and team members.
- Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.
What We Offer
- A competitive salary range of $65,500 - $93,550.
- A comprehensive benefits package, including medical, dental, and vision coverage, paid time off, health savings account, 401k savings plan, and more.
- The opportunity to work in a dynamic and inclusive environment that values diversity of thought, experience, and background.
- A chance to make a meaningful impact in the lives of patients, caregivers, and healthcare providers.
- Professional growth and development opportunities, including training and mentorship programs.
- A flexible work environment, with the option to work remotely and manage your own schedule.
About arenaflex
arenaflex is a leading healthcare company that is dedicated to delivering innovative solutions and exceptional customer experiences. We are committed to creating a workplace that values diversity, inclusion, and employee well-being. Our team is passionate about making a difference in the lives of patients, caregivers, and healthcare providers, and we are looking for talented individuals who share our vision and values.
How to Apply
If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on 12/06/2024.
Equal Opportunity Employer
arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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