Supervisor, Patient Solutions

DEPARTMENT:?

Patient Solutions REPORTS TO:?

Program Manager, Patient Solutions SUMMARY: The Supervisor is responsible for supervising and coordinating activities of workers providing Patient Solutions customer support services.
LOCATION:
Phoenix, AZ

• Makes necessary changes in staffing based on day of week and other anticipated events.
• Monitors productivity of customer service representatives and generates reports.
• Monitors individual, team, and call center results to identify and act on both positive?and negative performance trends to ensure attainment of revenue?goals and performance targets.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
• Answers questions and recommends corrective services to address customer complaints.
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.
• Determines work procedures, prepares work schedules and expedites workflow.
• Studies and standardizes procedures to improve efficiency of direct reports.
• Maintains collaboration among workers and resolves grievances.
• Prepares composite reports from individual reports by direct reports.
• Performs other related duties as assigned by management.

• Directly supervises?all employees within the?
  
  Patient Solutions Program(s).

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.?

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Computer skills:
  Microsoft Office Suite.

• Adaptability
  ?
  - Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Customer Service
  ?
  - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Diversity
  ?
  - Demonstrates knowledge of EEO policy;
  Shows respect and sensitivity for cultural differences;
  Educates others on the value of diversity;
  Promotes a harassment-free environment;
  Builds a diverse workforce.
• Delegation
  ?
  - Delegates work assignments;
  Matches the responsibility to the person;
  Gives authority to work independently;
  Sets expectations and monitors delegated activities;
  Provides recognition for results.
• Dependability
  ?
  - Follows instructions, responds to management direction;
  Takes responsibility for own actions;
  Keeps commitments;
  Commits to long hours of work when necessary to reach goals;
  Completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics
  ?
  - Treats people with respect;
  Keeps commitments;
  Inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Interpersonal Skills
  ?
  - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control;
  Remains open to others' ideas and tries new things.
• Judgement
  ?
  - Displays willingness to make decisions;
  Exhibits sound and accurate judgment;
  Supports and explains reasoning for decisions;
  Includes appropriate people in decision-making process;
  Makes timely decisions.
• Managing People
  - Includes staff in planning, decision-making, facilitating and process improvement;
  Takes responsibility for subordinates' activities;
  Is available to staff;
  Provides regular performance feedback;
  Develops subordinates' skills and encourages growth;
  Solicits and applies customer feedback (internal and external);
  Fosters quality focus in others;
  Improves processes, products and services.;
  Continually works to improve…