[Hiring] Supervisor Consumer Information Services @Sharp HealthCare

Role Description

Supervises the daily operations of Consumer Information Services/82SHARP, including technology operations and staffing. Assures customer service to callers is outstanding, consistent, and meets or exceeds service levels through various methods, including:

• Monitoring and analysis of telephony metrics
• Call coaching and digital call monitoring
• Metric-driven processes to achieve departmental goals such as appointments-made measures

Supports manager in ongoing quality assurance, process improvement, and staff development. Leads the ongoing mission of delivering the Sharp Experience over the phone from one of the front door touch points of the organization.

Qualifications

• Bachelor's Degree
• Experience in customer service, quality assurance, process improvement, team activities, and project coordination and implementation
• Experience in a dynamic call center environment
• Experience with MS Office programs, including spreadsheet functions, and SQL-based call center software
• Experience with call center software
• Related field (or equivalent work experience) - Required

Requirements

• Triages escalated calls from customers or program managers, works with staff members to remedy situation, and provides appropriate feedback to staff and re-direction if necessary
• Implements service improvement initiatives as established by Sharp and departmental leadership
• Oversees physician profile update process, working with program managers, physician office staff members and physicians to ensure timely, accurate updates to profiles
• Improves the physician survey process where applicable. Identifies improvements to the data collection process
• Ensures uninterrupted service to callers through handling technology downtimes or interruptions. Works with IT to resolve issues expediently
• Ensure accuracy of rosters and communication produced from the department. Identifies trouble areas, works with program managers and department manager to resolve, follow up, and provides training or corrective feedback to staff member
• Supervises inbound calls, emails, chats, and social media interactions from the community and Sharp HealthCare staff
• Supervises pharmacy-related service duties in compliance with applicable regulations and organizational policies
• Performs quality assurance for all agents by listening to and scoring phone calls and monitoring emails and chats for compliance with departmental standards, accuracy, customer service, and quality expectations

Benefits

• Hourly Pay Range: $36.830 - $47.530 - $53.230
• The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.
• The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

Performance Improvement

• Seeks to improve workflow challenges and reports findings and recommendations for improvement
• Identifies, writes, tests, and assists with implementation of software enhancements
• Trends customer feedback and recommends new service offerings when applicable

Software Functionality

• Supports departmental effectiveness through ensuring that software meets the customer needs
• Performs testing and validation of enhancements and fixes
• Trains staff on software releases
• Works with IT to troubleshoot software issues when necessary, documents and follows up on issues

Staff Development

• Recruits, hires, trains, and schedules Consumer Information Services staff
• Fields sick and tardy calls, monitors attendance and addresses issues with staff when necessary
• Routinely reviews existing documentation and training for update and improvement
• Trains staff on new initiatives and any accompanying processes
• Serves as resource to physician referral and consumer information services staff in providing appropriate physician and service referrals
• Routinely monitors calls according to Tier schedule. Provides call coaching and feedback to staff
• Performs coaching and corrective action when applicable
• Reviews customer surveys and provides feedback and appropriate training to employees when necessary
• Supervises teamwork and individual assignments of Consumer Information Services staff members
• Assists in conducting routine staff meetings and in-service opportunities for staff

Knowledge, Skills, and Abilities

• Advanced computer and telephone system knowledge
• Ability to multi-task and troubleshoot personnel, computer/telephone, and customer service issues in fast-paced environment and make independent decisions
• Outstanding interpersonal and customer relations skills
• Knowledge of the Sharp HealthCare organization and resources
• Advanced use of Office products