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Provider Services Supervisor

Company: Clearcorrect
Location: Round Rock
Posted on: May 3, 2021

Job Description:

Summary of position This position manages and maintains high quality support for our end users through the onsite and remote provider services team. The three leading metrics for this position are Satisfaction, First Response Time and Resolution Time. This position with the help of team leaders & Director, ensures all team members can competently and efficiently handle contact from doctors, doctor staff members and patients. This involves training on technical issues and service in general, perfecting the level of service provided, keeping the doctors happy and supported and ensuring doctor's issues and requests are channeled to the appropriate department.Essential functions and duties Monitors and improves the main area statistics: Satisfaction, First Response Time and Resolution Time. Monitors and improves all Key Performance Indicators (KPI) on a team and individual level and drives solutions to improve on individual & team level. Manages provider services team members. Handles escalated cycles from team leaders when needed. Inspects feedback, recorded messages, and audits in order to keep service levels high. Oversees the training of team members to perform their duties and provides additional training based on performance audit results when needed. Oversees refund process and income correction process, and delegates where applicable. Ensures accuracy & timeliness with all project management tools. Creates content, and development materials for team meetings and updates to drive knowledge & calibration. Partners with Director & VP to drive vision of stellar world-class customer experience in all areas. Manages CRM tool processes that drive day to day support channel efficiencies for team. Assist in training new hires & leaders as needed, in collaboration with Director & Training Lead. Partner closely with Project Manager & Operations team to ensure calibrated, accurate knowledge on process changes, policy needs, diagnostics & manufacturing expectations. Assists with in-bound calls and email overflow as needed. Conducts back-up monitoring of call, ticket, and chat inflow daily. Approves and updates timecards and attendance logs. Handles assigned project targets. Completes assigned Insperity Training Courses. Oversees, edits and updates the Internal Help Center as needed. Creates programs to increase production, morale and knowledge of the group. Work collaboratively cross-team and across all departments to ensure a world-class provider experience. Other duties may be assigned, directed or requested. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. A reasonable accommodation may be made to ensure individuals with disabilities are able to perform the essential functions of the role. 3+ years of customer service experience required. 1+ year of management experience required. International support experience preferred. Must be a self-starter with creative views and ideas. Must be able to effectively multitask a large workload. Drives results & champions change. Excellent judgement. Motivational, personable, and influential. Adaptable: Must be able to adapt to changes with short notice. High school diploma or GED required. Must be able to type at least 50 words per minute. Must have excellent interpersonal and written communication skills. Must have basic computer skills (Microsoft Office). Physical requirements: The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee: Will type on a computer keyboard, using a computer mouse and computer monitor for 8 hours at a time. Must be able to sit at a desk for approximately 8 hours per day while using a computer and phone. Must be able to verbally communicate, wear a headset, and communicate over the phone for 8 hours a day. Must be able to observe and hear warning signs and signals within all areas of the company. Language skills Ability to read and interpret training documents, safety rules, operating manuals, maintenance instructions and procedural documents. Mathematical skills Ability to calculate figures and measurements. Ability to quickly perform simple calculations while performing tasks related to specific work parts.Reasoning ability Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to apply reason to problems such as determining the correct sequence of actions to take when repairing a work piece. Required reporting This position is responsible for reporting of the following metrics on a regular basis: Approved statistics - Satisfaction, first reply time, solved tickets, missed/declined calls, total calls taken, coupons and discounts awarded, attendance. Key performance indicators including (but not limited to): Support channel volume, top support drivers, help desk issues, Quality Control support volumes, and customer feedback. Other reports and information as required. Work environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: Work is performed in an office environment initially and can be done from home at a later time, if approved . The employee may occasionally be exposed to dust. The noise level in the work environment is usually quiet to moderate. The employee must be able to work in a fast-paced, team environment. The employee must be able to adapt to frequent changes and updates of the company. Employee Acknowledgement ClearCorrect retains the right to change this job description any time.ClearCorrect provides equal employment opportunities (EEO) to all employees and applicants for employment any classifications protected by applicable federal, state and/or local laws; including veterans and individuals with disabilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, benefits, transfer, leaves of absence, compensation, and training.ClearCorrect expressly prohibits any form of workplace harassment based on any classifications protected by applicable federal, state and/or local laws. Improper interference with the ability of ClearCorrect's employees to perform their job duties may result in discipline, up to and including dismissal.Apply for This Job

Keywords: Clearcorrect, Round Rock , Provider Services Supervisor, Other , Round Rock, Texas

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