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Customer Care Center - Supervisor
Ref No.: 18-06851
Location: whippany, New Jersey

Reporting the Senior Director, Customer Care Center the ideal candidate will come from an established customer care or call center environment.

Providing management, leadership, training, coaching and quality analysis to a team of Seniors and Associates in a high touch concierge level customer call center is required.

• Ensure team provides extraordinary patient concierge health care services enabling access to care for prescription medications.
• Serve as the team supervisor / people leader responsible for ensuring that your team provides extraordinary patient concierge health care services.
• Interact directly with 8-12 staff members and potentially our patients, physicians, and/or pharmacies.
• Apart of a highly concierge 'white glove' service team managing the patient experience from start to finish.
• Provide program information, eligibility, reimbursement support and general assurances and ease of use with client's co-pay assistance programs.
• Provide daily feedback and coaching to foster an environment of active employee engagement and world class customer service.
• Monitor workloads and rebalances as needed and manages attendance and approves time.
• Refer requests for escalation as needed and engage internal areas such as Program Management, IT and other Contact Center teams to resolve issues.
• Provides input and feedback to Quality Management and Training as Subject Matter Experts to improve processes, procedures and training.


Prior supervisorary experience
some qa experience
• Strong experience in a Health Care Case Management or Patient Experience in a high volume Customer Call Center environment.
• Experience in pharmacy benefits and health care insurances a major plus, medical billing background a plus.
• Health care or pharmaceutical experience essential.
• Very strong oral, written communication and organizational skills.
• Responsible and driven to drive world class customer service and patient outcomes.
• Must have an extreme sense of patient/customer empathy.
• Strong problem solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead.
• Fluent in English, Spanish a plus.