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 ...