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 up to ensure representatives are ful...