Job Description

Customer Care Supervisor

NOC 62023

- Customer and information services supervisors

Department

: Customer Care

Job Summary

:

Reporting to the Quality Assurance Manager, the Customer Care Supervisor is responsible for the daily running of the functions of the Call Center through the effective use of resources with responsibility for meeting, and setting, patient service targets as well as planning areas of improvement or development for the Call Center functions, scheduling of patients, automated reminder system (phone/SMS/email), and voice recording server management.

The Customer Care Supervisor shall ensure that calls, emails, and faxes are responded to by staff within an agreed timeframe and in an appropriate manner. Other responsibilities will include coordination of the COPE meeting/minutes/agenda and administering the IT ticketing system with the IT service provider.

KPI's

Adequate referrals distribution to all MDs, ODs Zero no-doc days at all locations All patient communications are addressed within 24/48 hours Optimizing staff productivity, average PPH ~ Exceptional quality care is delivered to patients

Customer Care Communications Lead

Managing the daily running tasks of the Customer Care department. Lead the Customer Care functions according to the best practices and utilize the resources in the best possible way. Establish work schedules and procedures. Managing the automated reminder system (voice, email, and SMS), including maintaining periodic quality review and COPE analysis. Secondary key holder for voice recording server access corporate wide. Setting and meeting performance targets for speed, efficiency, and quality for the Customer Care staff. Reviewing the performance of Customer Care staff, identifying training needs and planning training sessions. Recording statistics, agents' rates and the performance levels of the center and report it as needed. Handling the most complex patient complaints or enquiries. Coaching, motivating, and retaining staff and coordinating reward and incentive schemes. Improving performance by raising efficiency and sourcing new equipment to enable this. Coordinate activities with other units and departments. Prepare and submit progress reports and other documentation. Ensure the smooth operation of softwares, EMR, fax, email, phone systems and equipments and arrange for maintenance and repair work as needed. Travel to all UVG locations to ensure the teams at various locations are continuously supported. Perform performance appraisals, orientation and ongoing training / mentoring.

COPE Meeting

Working with various clinic teams and site supervisors to assure the COPE report is complete and accurate in a timely manner. Document Business requirements for enhanced features to report the overall company performance indicators. Document and follow-up all the COPE meeting requests and recommendations provided by MD and other stakeholders.

Customer Care

Schedule appointments for patients via phone and email Schedule appointments accurately and appropriately -- review appointment date, time, location, and physician name Answer telephone and emails promptly and in a polite and professional manner Handle patient inquiries and questions and manage and resolve patient complaints. Handle external hospital and referring MD's inquiries. Direct calls to other departments as needed. Check emails/voicemails daily. Ensure accurate uploading of medical documents, when needed. Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol.

Corporate Scheduling

Overseeing the Corporate Scheduler in performing the following tasks, and providing coverage based on business needs, the Custome Care Supervisor will (be):

Responsible for coordinating the day-to-day clinic and OR schedules for all associates within UVG. Responsible for the timely and accurate scheduling posting of corporate wide schedules such as but not limited to, USCv & USCs, hospitals, clinic, and testing templates. Reschedule and/or cancel clinics and ORs in a timely manner. Answer scheduling queries via email and phone Primary liaison for operating Ophthalmologist and hospitals. Document scheduling processes and keep thorough records. Perform other administrative tasks when required.

Qualifications

Minimum of 3-5 years of direct experience and a solid working knowledge of the specific work being done. Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills. Strong coaching and leadership skills, ability to motivate employees. Decisiveness and attention to detail. Proficiency with necessary technology, including computers, software applications, phone systems, etc. Excellent organizational and time-management skills Demonstrated experience analyzing and resolving customer service and client issues. Experience in all aspects of sales floor and people management Demonstrated ability to lead and direct a team.

Schedule

Monday to Friday (Weekends with sufficient notice) 8 Hour Shift

Job Type

Full-Time Contract
UVG is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.?

This is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all reasonable duties of the job as assigned by their supervisor or Company. Job duties and the percentage of time identified for any functions (where applicable) are subject to change by the employer at any time.

Job Types: Full-time, Fixed term contract

Pay: From $50,000.00 per year

Benefits:

Dental care Vision care
Education:

Secondary School (preferred)
Experience:

customer care leadership: 3 years (required) staff coaching / discipline: 3 years (required) OSCAR EMR system: 1 year (preferred)
Work Location: In person