Customer Service Supervisor

About Us:

At Quest Health Solutions, we are dedicated to providing exceptional customer service and ensuring a positive patient experience. As a customer service/patient experience specialist, you will play a key role in creating a welcoming and supportive environment for our patients. Our mission is to deliver the highest standard of care and comfort to those we serve.

Job Description:

We are currently seeking a Patient Experience Supervisor to lead our team of Customer Service/Patient Experience Specialists. You will develop, coach and manage a team of talented Agents to exceed client and company goals. Our Agents are responsible for ensuring that every patient interaction is characterized by empathy, responsiveness, and a commitment to delivering outstanding service. Your primary focus will be to establish positive relationships with patients, addressing their inquiries, concerns, and needs effectively, and leaving a lasting, positive impression.

Key Responsibilities:

1. Supports organization’s mission by striving for excellence in all aspects of the job with a focus on an exceptional patient experience.
2. Hire, train, and supervise a team of DME staff, providing ongoing coaching and development to ensure a high-performing team.
3. Develop and implement strategic plans to achieve business goals and objectives.
4. Monitors call center performance against all key performance indicators. Develops and implements action plans to improve performance where and when needed.
5. Stay up to date with industry trends and changes in the DME market and make recommendations for business growth and patient retention.
6. Supervises staff in conjunction with the organization’s managerial/leadership practices; responsible for overseeing effective staff peer review.
7. Attend meetings such as senior leadership and other staff. Facilitate regular Customer Service/Patient Experience team meetings.

• Preferred: Associate degree or bachelor’s degree in social work, communications, or other related field
• Three years of previous work experience in a DME or healthcare setting is required.
• Knowledge of procedures for maintaining security, confidentiality and integrity of employee, patient, family and other medical information.
• Must have excellent interpersonal communications skills and the ability to handle difficult situations with diplomacy and tact.
• Must be proficient in analyzing and interpreting data.
• Basic computer operations skills (keyboard and mouse use, Internet browser use, opening and closing programs).
• Ability to interact effectively with a wide variety of customers including patients, family, physicians and hospital staff.
• Demonstrated ability to effectively coach and teach individuals and groups.
• Ability to identify problems, resolve conflict and administer appropriate service recovery.
• Organize multiple activities, set priorities, adjust to frequently changing demands and meet deadlines.
• Proficiency in using customer relationship management (CRM) software and electronic health records (EHR) systems is beneficial.

Benefits:

• Competitive pay and benefits package.
• Ongoing training and professional development opportunities.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• The opportunity to be part of a team that prioritizes patient well-being and satisfaction.

If you are passionate about making a positive impact on the patient experience and have a strong customer service background, we invite you to join our team at Quest Health Solutions. Apply today to be part of a company that values the well-being and comfort of our patients.

Quest Health Solutions is an equal opportunity employer, committed to fostering diversity and creating an inclusive environment for all employees.