Experienced Customer Service Operations Supervisor – Strategic Oversight and Management

At arenaflex, we're dedicated to delivering exceptional customer experiences that drive long-term retention and growth. As a key member of our Customer Service Management team, the Experienced Customer Service Operations Supervisor will play a vital role in overseeing the daily operations of our patient access support contact center team, ensuring seamless interactions with external groups, including patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients.

About arenaflex

arenaflex is a leading healthcare company that's committed to improving patient outcomes and experiences. With a strong focus on innovation, inclusivity, and mission-driven values, we're shaping the future of healthcare. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded professionals to join our ranks.

Job Summary

The Experienced Customer Service Operations Supervisor will be responsible for supervising a team of up to 15 staff members, providing daily support, coaching, and training to ensure they can perform their job responsibilities effectively. This role requires strong leadership skills, excellent communication and presentation skills, and the ability to prioritize tasks and manage multiple projects simultaneously. The successful candidate will be responsible for creating and maintaining Standard Operating Procedures, coordinating and delivering regular reviews of program metrics, and assessing and implementing program changes.

Responsibilities

- Oversee daily operations for patient access support contact center team, providing daily support and ensuring team members can perform job responsibilities. - Coach, teach, train, and mentor team members in a 100% remote setting, monitoring individual and team performance. - Create and maintain Standard Operating Procedures and work instructions specific to the program. - Coordinate and deliver recurring reviews of program metrics and dashboards, sharing results with internal and external senior leaders. - Assess, test, and implement program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules. - Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner. - Manage employee timecards and perform standard HR responsibilities as a people leader. - Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders. - Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable. - Continuously monitor program adherence, quality, attendance, and address accordingly. - Report Corrective and Preventative Actions in a timely manner. - Collaborate with fellow supervisors and business partners to provide effective responses and resolutions to complex program-related issues. - Conduct recurring development-based 1x1s with team members focused on both performance and goal setting. - Effectively manage time and independently prioritize work responsibilities to meet key deadlines. - Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills. - Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person). - Proactively seek and implement process efficiencies to reduce team manual work. - Host recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.

Qualifications

- Bachelor's degree or equivalent work experience. - 3-5 years of experience in a related field of patient support programs preferred. - Previous management experience preferred. - Strong communication, presentation, and time management skills. - Commitment to the continued development of oneself and team members. - Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel. - Ability to work independently and in a team setting, collaborating across different departments.

What We Offer

- Competitive salary range: $65,500 - $93,550. - Comprehensive benefits package, including medical, dental, and vision coverage, paid time off, health savings account (HSA), 401k savings plan, and access to wages before payday with myFlexPay. - Flexible spending accounts (FSAs), short- and long-term disability coverage, work-life resources, paid parental leave, and healthy lifestyle programs. - Opportunities for career growth and professional development. - Collaborative and inclusive work environment that values diversity of thought, experience, and background.

Work Environment

- This is a full-time, remote position, requiring a dedicated, quiet, private, distraction-free environment with access to high-speed internet. - High-speed internet requirements include: - Secure, high-speed, broadband internet connection (DSL, Cable, or Fiber). - Download speed of 15Mbps (megabyte per second). - Upload speed of 5Mbps (megabyte per second). - Ping Rate Maximum of 30ms (milliseconds). - Hardwired to the router. - Surge protector with Network Line Protection for arenaflex issued equipment.

Application Instructions

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please submit your application as soon as possible. The application window is anticipated to close on 12/06/2024. arenaflex is an Equal Opportunity/Affirmative Action employer, and we celebrate the power of our differences to create better solutions for our customers. Apply for this job