Supervisor, INR Customer Care – BioTelemetry, Inc. – United States

Overall Job Summary

• The Supervisor, INR Customer Care, is responsible for overseeing and driving the day-to-day operations of a Customer Care team to meet demand. Ensure all customers (healthcare professionals and patients) receive professional and timely service according to the company’s promise and WECARE principles. Communicate continuously with the team to keep them involved and aware of timely information.

Essential Duties/Responsibilities

• Supervise designated Customer Care team of 10-15 employees, receiving calls from patients with INR results, contacting practices with out-of-range patient results, contacting out-of-compliance patients, and responding to customer questions.

• Set department objectives, including productivity and quality targets; monitor daily/weekly/monthly progress, and report results to team and Manager, Customer Care – INR.

• Provide and receive timely and relative communication to/from team through daily huddles, regular team meetings, and 1:1 sessions. Open two-way communication is imperative.

• Lead by example; Commit to high standards; Exemplify our principles by being Welcoming, Empathetic, Collaborative, Accountable, Respectful and Empowered. Be an excellent role model to your team.

• Ensure employees receive monthly QI results and direction to continuously improve their performance. Coordinate continuous training as needed to perform responsibilities.

• Motivate team and/or individuals through performance coaching, setting objectives and career planning.

• Continuously improve your team’s performance and the entire Customer Care organization by reviewing processes, listening to team members’ feedback and recommendations, and coordinating the implementation of improvements with Customer Care leadership, Employee Development partners and your team.

• Manage team resources, including interviewing candidates, hiring new employees. and completing annual performance reviews; minimizing employee turnover.

• Appropriately advocate for customers and help define ways to continually add value to the customer experience.

• Handle or follow-up with difficult/unsatisfied customer inquiries and complaints escalated by employees.

• Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth

Other Duties/Responsibilities

• Assist with the daily activities of the team as described in the INR Customer Care Representative job description, as needed to meet customer expectations.

• Perform other duties and responsibilities as assigned

Education and Experience Requirements

• Education: High School Diploma or General Educational Development (GED) required; Bachelor’s degree preferred

• Relevant Work Experience: Four (4) or more years’ experience related to customer service with one to two years’ supervisory experience in a call center environment

• Licenses/Certifications: N/A

Required Knowledge, Skills, and Abilities

• Knowledge/Abilities –Technical Skills: Work history/experience in demonstrating technical aptitude; hardware/software as a service support experience a plus; Proficient knowledge with Microsoft Office (Word, Excel, and Outlook)

• Communication Skills (Verbal/Written): Excellent communication skills (verbal and written) and comfortable with communicating at all levels within the organization; Must be able to use discretion and convey sensitive information in a strict confidential environment

• Management/Leadership Skills: Strong interpersonal skills to effectively direct the work of assigned personnel, provide motivation and develop employees to their full potential; Ability to interpret and enforce policies and procedures; Strong attention to detail with ability to prepare reports and leverage analytical skills to interpret and resolve problematic issues; Ability to effectively plan and prioritize work/projects and meet critical deadlines

• Customer Service: WECARE – BioTelemetry based customer centric program; Ability to apply sound judgment, analytical and decision-making skills to a variety of customer issues when dealing with ambiguous and challenging situations; Ability to maintain cooperative working relationships with internal departments as well as external parties

• Other: N/A

Additional Information:

EEO/AAP – Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.

NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.