Supervisor Customer Service Ops Inbound Outbound

Position Summary

The New Patient Intake Supervisor performs day-to-day New Patient service functions in addition to supervisory and leadership duties to the New Patient Intake team, with the goal of ensuring that all policies and procedures related to providing consistent, supervisor customer/patient care are adhered to, and service & production goals are met effectively and efficiently. The New Patient Intake Supervisor will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

Essential Functions

• Manages the daily/ongoing workflow of New Patient Intake service functions. Provides ongoing leadership and support to ensure that day-to-day service and production goals are met.
• Communicates strategic/tactical expectations for staff, reinforces values and provides vision to direct and indirect reports.
• Manages performance through positive coaching and clear direction. Addresses deficiencies timely and professionally. Partners with HR as appropriate to provide additional structure, improvement plans, or corrective actions.
• Ensures performance appraisals are completed timely, objectively and thoughtfully. Provides meaningful goals and supports staff development through training and mentoring.
• Monitors staff schedules, deliverables and deadlines to ensure daily coverage and assigned goals are achieved. Reviews timesheets for non-exempt staff as assigned.
• Acts as a model for ADS core values and ethics.
• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Manages and maintains moderate call volume per day, combined inbound and outbound calls.
• Provides excellent customer service while obtaining patient demographics.
• Determines patients’ needs and offers products and services as applicable.
• Ensures accurate and appropriate protocol is followed with each call (e.g. following script, obtaining patient demographics and insurance information).
• Demonstrates confidence and clarity with each call, to close sales and maximize upsells. Meets daily and weekly performance goals.
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• Embraces and exemplifies Cardinal Healths core values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others
  
  

• At least 2 years of leadership experience
• At least 2 years of college experience (UG2)
• Experience in Health Care operations is an advantage
  
  

• Coordinates and supervises the daily activities of operations or business staff
• Administers and exercises policies and procedures
• Ensures employees operate within guidelines
• Decisions have a direct impact to work unit operations and customers
• Frequently interacts with subordinates, customers, and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution