• Call Center Customer Service Supervisor

    Posted Date 2 months ago(11/29/2018 5:13 PM)
    Job ID
    2018-68140
    Program Posting
    SE Region Intake CCC
    Regular / Temp
    Regular Full-Time
    Min. Exp.(Yrs)
    2
    Category
    Customer Service
    Location
    Miramar
    Zip Code
    33025
    Official Job Title
    CCC Customer Service Supervisor
    State
    Florida
  • Overview

    Why VITAS Healthcare and What Do They Offer Me?

    VITAS Healthcare is the nation’s leading provider of end of life care. We provide our employees opportunities for professional growth, advancement and competitive benefits. 

     

    The VITAS Healthcare Customer Service Supervisor is a professional, customer service member of the Care Connection Center management team. The ultimate responsibility of this position is to provide direction and support to the Admission Coordinator position to ensure the best possible VITAS experience for all patients and families.

    • Interview, hire, train, support, and develop all Admission Coordinators (AC).
    • Supervise all day-to-day AC activities to ensure an efficient and timely Intake/Admission process is achieved with all new patient referrals.
    • Supervise AC adherence and compliance to all Education, Quality, Workforce Management, customer service, operational standards, and KPIs.
    • Continuously monitor all day-to-day activities taking place within the Care Connection Center.
    • Lead by example to ensure a strong understanding and connection to the Vitas Mission, Core Values, and Care Connection Center cultural platform and initiatives.
    • Supports all strategies, plans, and implementations as directed by Senior Leadership.
    • Emphasis on the supervision of VX data integrity to ensure a clean billable patient record.
    • Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.
    • Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs.
    • Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.
    • Proactively identify operational efficiency and customer service enhancement opportunities.
    • Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals.
    • Respond to complaints in a timely manner and maintain quality improvement documentation.
    • Support all aspects of Financial Management, Employment Process, Quality Assurance and Quality improvement, Payroll, Admissions, Clinical Staff, System Operations, Business Plan Development and Implementation, Human Resource Policy, and Staff Development/Retention.

    Benefits Include

    • Competitive compensation
    • Health, dental, vision, life and disability insurance
    • Pre-tax healthcare and dependent care flexible spending accounts
    • Life insurance
    • 401(k) plan with numerous investment options and generous company match
    • Cancer and/or critical illness benefit
    • Tuition Reimbursement
    • Paid Time Off
    • Employee Assistance Program
    • Legal Insurance
    • Roadside Assistance
    • Affinity Program

     

    Qualifications

    • Two or more years related experience supervising an Operations team in a 24/7 environment. Call Center/Customer Service management experience preferred.
    • Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment.
    • Expert in the delivery and monitoring of customer interactions.
    • A solid track record of managing customer service complaints
    • Experienced in leading, supervising, and supporting customer service agents
    • Ability to research and analyze information and data to arrive at and articulate valid findings. This includes root cause analysis, to build recommended corrective action plans.
    • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
    • Superior ability to effectively communicate at all levels both verbally and in writing
    • Ability to develop spreadsheets, and use word processing and database computer software as well as MS Excel, Word and PowerPoint.
    • Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans.
    • Proven track record for supporting teams that are proactive in driving process improvement.
    • Must be highly organized and able to manage multiple responsibilities.
    • Model leadership behaviors supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork.
    • Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
    • Will support the Vitas Mission, Core Values, and Care Connection Center cultural platforms at all times.
    • Will not support or partake in any inappropriate, unprofessional, or gossip like conversations at any time in the Care Connection Center or with Telecare team members.

    Education

    • H.S Diploma required. Bachelor’s degree preferred.

    Special Instructions to Candidates

    EOE/AA
    M/F/D/V
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