Job Description
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
DUTIES AND RESPONSIBILITIES:
- 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 ...