Experienced Customer Service Operations Supervisor – Patient Support Programs Management

At arenaflex, we are committed to delivering exceptional patient support programs that make a meaningful difference in the lives of our customers. As a key member of our Customer Service Management team, the Experienced Customer Service Operations Supervisor will play a vital role in ensuring the highest level of customer satisfaction and long-term retention. If you are a motivated and experienced leader with a passion for patient support programs, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving patient outcomes and enhancing the overall healthcare experience. With a strong commitment to innovation, quality, and customer satisfaction, we strive to make a positive impact on the lives of our customers. Our team of dedicated professionals is passionate about delivering exceptional patient support programs that meet the unique needs of our customers.

Job Summary

The Experienced Customer Service Operations Supervisor will be responsible for overseeing the daily operations of our patient access support contact center team, ensuring that team members can perform their job responsibilities effectively. This role will involve coaching, teaching, training, and mentoring team members in a 100% remote setting while monitoring individual and team performance. The successful candidate will also be responsible for creating and maintaining Standard Operating Procedures and work instructions specific to the program, coordinating and delivering recurring reviews of program metrics and dashboards, and assessing, testing, and implementing program changes.

Responsibilities

* Oversee daily operations for patient access support contact center team of up to 15 team members and provide daily support ensuring team members can perform job responsibilities.

• Coach, teach, train, and mentor team members in a 100% remote setting while monitoring individual and team performance.
• Create and maintain Standard Operating Procedures and work instructions specific to the program.
• Coordinate and deliver recurring (weekly, monthly, and quarterly) reviews of program metrics and dashboards while proactively 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 in addition to 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.
• Coordinate with fellow supervisors and collaborate with 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 (bi-weekly/monthly) team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
• Work well independently and in a team setting by collaborating across different departments.
• Travel may be needed to perform duties up to 25%.

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 in a 100% remote setting with a dedicated, quiet, private, distraction-free environment with access to high-speed internet.

Skills and Competencies

* Strong leadership and management skills, with the ability to motivate and develop team members.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, clients, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to assess and implement program changes.
• Ability to work independently and as part of a team, with a strong focus on collaboration and partnership.
• Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Work Environment and Company Culture

* arenaflex is a remote-friendly company, with a flexible work environment that allows employees to work from the comfort of their own homes.

• Our company culture is built on a strong foundation of innovation, quality, and customer satisfaction, with a focus on collaboration, teamwork, and continuous learning.
• We offer a wide range of benefits and programs to support the health and well-being of our employees, including medical, dental, and vision coverage, paid time off, health savings account, 401(k) savings plan, and more.

Compensation and Benefits

* Anticipated salary range: $65,500 - $93,550.

• Bonus eligible: No.
• Benefits: arenaflex offers a wide variety of benefits and programs to support the health and well-being of our employees, including medical, dental, and vision coverage, paid time off, health savings account, 401(k) savings plan, and more.

How to Apply

If you are a motivated and experienced leader with a passion for patient support programs, 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 for this job