Experienced Customer Service Operations Supervisor – Patient Support Programs Management

Are you a seasoned leader with a passion for delivering exceptional customer service and driving business growth? Do you have a proven track record of managing high-performing teams and developing strategic plans to meet client needs? If so, we invite you to join arenaflex as an Experienced Customer Service Operations Supervisor – Patient Support Programs Management.

About arenaflex

arenaflex is a leading provider of innovative solutions for the healthcare industry. Our mission is to empower healthcare professionals and patients with the tools and resources they need to deliver exceptional care. We're committed to fostering a culture of inclusivity, innovation, and customer-centricity, and we're seeking talented individuals like you to join our team.

Job Summary

As an Experienced Customer Service Operations Supervisor – Patient Support Programs Management, you will be responsible for leading a team of customer service representatives who interact with patients, caregivers, healthcare providers, insurance providers, and pharmaceutical clients. You will oversee daily operations, develop and implement strategic plans to meet client needs, and ensure high-quality customer service and long-term retention of customers. This is a full-time remote position, and you will be required to work a scheduled shift of 7am-7pm CT.

Responsibilities

* Lead a team of up to 15 customer service representatives in a 100% remote setting, providing daily support and ensuring team members can perform job responsibilities

• Coach, teach, train, and mentor team members to develop their skills and knowledge
• 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 approve 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
• Continually 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, preferably with management experience
• 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
• Travel may be needed to perform duties up to 25%

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, 401k savings plan, and more
• Opportunity to work with a leading provider of innovative solutions for the healthcare industry
• Collaborative and inclusive work environment that values diversity of thought, experience, and background
• Professional development opportunities to help you grow and succeed in your career

How to Apply

If you're a motivated and results-driven leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on 12/06/2024. Apply To This Job

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law. Apply for this job