Welcome to Workwarp: A Leader in Customer Service Management
At Workwarp, we are dedicated to delivering exceptional customer experiences through our innovative approach to customer service management. As a subsidiary of Cardinal Health, we have established ourselves as a trusted partner for specialty pharmaceutical manufacturers, providing a unique model that integrates direct drug distribution, non-commercial pharmacy services, patient access support, and financial programs. Our team is passionate about making a positive impact on the lives of our customers, and we are seeking a talented and experienced Supervisor, Customer Service Management to join our dynamic team.
About the Role
The Supervisor, Customer Service Management will play a critical role in leading our front-line team operations within the Access & Patient Support department. As a key member of our leadership team, you will be responsible for coordinating and supervising the daily activities of our operations team, administering and executing policies and procedures, and ensuring that our employees operate within established guidelines. Your decisions will have a direct impact on our work unit operations and customers, and you will be expected to interact frequently with subordinates, customers, and peer groups at various management levels.
Key Responsibilities
- Supervise Access Patient Support staff performing customer services and enrollment activities, as well as reimbursement staff performing benefit investigations for pharmacy and medical benefit coverage
- Oversee staffing schedules to meet client contract requirements and company policies and procedures
- Directly supervise employees in the Access Patient Support Center, including training, planning, assigning, and directing work, rewarding and disciplining employees, and addressing complaints and resolving problems
- Set priorities for the team to ensure task completion and coordinate work activities with other supervisors
- Apply expertise to solve standard and non-standard problems within own area
- Make decisions that carefully weigh pros and cons and act for the benefit of the work team, coaching and supporting subordinates in their decision-making efforts
- Provide direction in discussing and creating development plans and provide input into succession planning process for own work area
- Align individual goals for self and others with work area/functional goals and build confidence and respect of others through a positive and energizing style
- Assist work team in achieving goals/commitments and achieve own goals/commitments regardless of obstacles
- Work within budgetary/financial objectives set by manager, applying knowledge of profit drivers to work processes within own area
- Identify specific opportunities for long-term change within own work team or product/service and build customer relationships, interpreting customer needs and assessing their business requirements
- Leverage customer knowledge to develop alternative solutions and share key learnings with others
- Resolve day-to-day or routine problems using defined processes and work/brainstorm with work team to provide suggestions for solutions that contain the appropriate level of risk
- Ensure work team understands and supports the focus on operational excellence and actively build relationships across functions/businesses that bring value to the company
Essential Qualifications
- Bachelor's degree or equivalent work experience preferred
- 3-5 years of experience in the healthcare field preferred
- Strong leadership skills and ability to create and clearly communicate strategic and tactical plans leading to an efficient and effective operation
- Advanced knowledge of healthcare reimbursement preferred
- Experience with Microsoft Office products, including Word, PowerPoint, Teams, Outlook, and Excel
- Excellent observation skills to easily identify trends and problems while providing solutions
- Superior written and verbal communication skills and ability to effectively present information in a one-on-one and small group situations to customers, clients, and other employees
- Ability to effectively mediate situations in which parties are in disagreement and facilitate a positive outcome
- Ability to thrive in a competitive and dynamic team environment and experience in phone-based customer service preferred
- Passionate about developing oneself and others and effective communication skills
- Adaptable and flexible, self-motivated and dependable, critical and creative thinking, and organized, punctual, and efficient
Preferred Qualifications
- Experience in a supervisory or leadership role, preferably in a customer-facing environment
- Knowledge of customer service principles and practices and experience with customer relationship management (CRM) software
- Ability to analyze data and make informed decisions and experience with process improvement initiatives
- Strong problem-solving skills and ability to work in a fast-paced environment
What We Offer
At Workwarp, we are committed to providing our employees with a comprehensive benefits package that supports their overall well-being. Our benefits include:
- Competitive salary range: $65,500 - $93,500
- Medical, dental, and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Work Environment and Company Culture
At Workwarp, we are proud of our inclusive workplace culture that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Our company culture is built on the principles of respect, empathy, and open communication, and we are committed to providing a positive and supportive work environment that allows our employees to thrive.
Remote Work Arrangements
This position is remote, and you will be required to work from a dedicated, quiet, private, distraction-free environment with access to high-speed internet. We will provide you with the computer, technology, and equipment needed to successfully perform your job, and you will be responsible for providing high-speed internet that meets our requirements.
How to Apply
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application, including your resume and a cover letter, through our website. We are excited to review your application and look forward to the opportunity to discuss this role further with you.
Equal Employment Opportunity
Workwarp 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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