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 up to ensure representatives are fu...

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