Customer Service Supervisor
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
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Job Description:
Job Description
In this vital role, the Customer Service Supervisor - Clinical USRN is focused on engaging and motivating their team to make personal connections with customers. They support Service Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service.
Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.
Roles & Responsibilities
• Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office. Motivates, coaches and develops their team members.
• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
• Partners with short- and long-term capacity planners to meet resource needs to deliver on operational and customer expectations.
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
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