Introduction to blithequark
At blithequark, we are dedicated to delivering exceptional customer experiences through our patient access support services. As a leader in the healthcare industry, we recognize the importance of strategic oversight and management of personnel who interact with external groups, including patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients. Our Customer Service Leadership team is responsible for ensuring high-quality customer service and long-term retention of customers. We are now seeking an experienced Customer Service Operations Supervisor to join our team and contribute to the success of our patient access support contact center.
Job Summary
The Customer Service Operations Supervisor will directly supervise a team of up to 15 staff members performing customer service and enrollment activities, as well as reimbursement staff conducting benefit investigations for pharmacy and medical benefit coverage. Serving 1-2 clients, this position will oversee the staffing schedule, training, and monitoring of key performance indicators to meet the requirements outlined by client contracts and internal standard operating policies. Through effective supervision, the Customer Service Operations Supervisor will contribute to high-quality customer service and long-term retention of customers.
Key Responsibilities
- Oversee daily operations for the patient access support contact center team and provide daily support to ensure team members can perform their 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 reviews of program metrics/dashboards while proactively sharing results with internal and external senior leaders.
- Assess, test, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules.
- Report system issues that can impact the client relationship management system (CRM) and/or productivity in a timely manner.
- Manage employee timecards and perform standard HR responsibilities as a people leader.
- Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
- Coordinate with senior leadership and the Advice and Counsel Center to determine appropriate corrective action, including 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 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 duties up to 25%.
Essential Qualifications
- 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 preferred Excel capabilities.
Preferred Qualifications
- Experience working in a remote setting and managing a team remotely.
- Knowledge of customer relationship management systems (CRM) and experience with data analysis and reporting.
- Excellent problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and deadlines.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Service Operations Supervisor, you will have the opportunity to develop your leadership and management skills, as well as expand your knowledge of the healthcare industry and patient access support services. You will also have access to training and development programs, including leadership development, communication skills, and technical skills training.
Work Environment and Company Culture
At blithequark, we value diversity, equity, and inclusion, and we are committed to creating a work environment that is inclusive and respectful of all employees. We believe in fostering a culture of collaboration, innovation, and continuous learning, and we encourage our employees to be their authentic selves. As a remote employee, you will be part of a virtual team and will have the opportunity to collaborate with colleagues from across the country.
Compensation, Perks, and Benefits
blithequark offers a competitive salary range of $65,500 - $93,550, as well as a comprehensive benefits package, including medical, dental, and vision coverage, paid time off, health savings account, 401k savings plan, and access to wages before pay day. We also offer flexible spending accounts, short- and long-term disability coverage, work-life resources, paid parental leave, and healthy lifestyle programs.
Conclusion
If you are a motivated and experienced customer service professional looking for a leadership role, we encourage you to apply for the Customer Service Operations Supervisor position at blithequark. As a member of our team, you will have the opportunity to make a positive impact on the lives of patients and customers, while also developing your skills and advancing your career. Don't miss out on this exciting opportunity to join a dynamic and growing company – apply today!
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