CSA Supervisor - SD All Teams
Company: Disability Solutions
Location: San Diego
Posted on: April 19, 2024
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Job Description:
About the Job
The Supervisor, Client Services is responsible for leading the team
that responds to and resolves a widerange of client inquiries and
requests and liaises between FMI departments, partners, customers
and thepatient. The incumbent operates in a supportive function
within the fast-paced Client ServicesDepartment, and as a leader is
responsible for providing direction, guidance, a more
advancedtroubleshooting to the team that is based upon a higher
level of qualified experience, and implementationof process
improvement initiatives. This position supervises individuals
within Client Services andsupports workflow management.
Additionally, the Supervisor, Client Services educates the team
throughweekly online learning opportunities, refresher training
sessions, and a wide variety of other professionalgrowth
initiatives for Client Services Representatives.
Key Responsibilities
--- Establish and maintain basic workflow for Client Services
Representatives (CSRs).--
--- Rebalance work of the team when needed.--- Hold 1:1 meetings
with CSRs on team on a regular basis.--- Work with CSRs on team as
they establish goals and support CSRs in reaching goals.--- Seek
out opportunities for CSRs outside of their daily responsibilities
to help them develop.--- Conceptualize and create training
strategies, initiatives and materials.--- Continuously develop and
refine the new hire and ongoing training schedule.--- Consult with
managers and leadership on curriculum and in the development of new
trainingopportunities.--- Track and compile collected training
data, related to CSR performance and learning.--- Provide positive,
constructive, qualitative and quantitative feedback to CSRs.---
Execute upon initiatives to foster a collaborative and supportive
atmosphere amongst CSRs.--- Help CSRs to make judgment calls when
the next step is not clear and make decisions whenneeded.--- Take
on and resolve escalated client concerns.--- Provide in-depth
education, guidance, mentorship, and support to customers,
patients, andinternal constituents about Foundation Medicine's
products and services.--- Establish strong rapport with physicians,
medical staff, laboratory staff, and patients via phoneand e-mail
communication.--- Use problem solving skills to create and offer
solutions to customers or for internal issues ofvaried
complexity.--- Correctly document all communication and maintain
up-to-date appropriate records.--- Collaborate with other leaders
within Client Services to make decisions regarding workflow
andstructure.--- Hold team meetings on a regular basis to
communicate updates and points of emphasis.--- Collaborate with CS
trainer to ensure that new hires and established CSRs receive the
level oftraining and communications that position them to excel at
responsibilities.--- Meet with Client Resolution Specialist to
identify and implement process improvementopportunities.--- Partner
with other departments to refine and update processes and
communications that cutacross departments.--- Work with Quality
Assurance to ensure that established processes and any updates fit
withincompany and legal guidelines.--- Collaborate with CS Director
to set and implement Client Services Department vision,
strategy,and objectives--- Interview for new hires or
consultants.--- Other duties as assigned.
Qualifications
Basic Qualifications--- Bachelor's degree OR 4+ years of relevant
work experience--- 4+ years of experience in a role where service
skill sets are required, at least 1 year of which wasin a
leadership position.
Preferred Qualifications--- 5+ years of experience in a role where
service skill sets are required--- Experience with phone-based
support or call center experience--- Prior experience in related
field and/or the ability to understand and communicate scientific
or technical information--- Proficient in Microsoft Office and
Customer Relationship Management Software--- Ability to work
full-time in an open office environment--- Ability to learn and use
laboratory management and client relationship management systems---
Ability to:--- Work well under pressure while maintaining a
professional demeanor--- Prioritize and thoroughly follow up on
assigned tasks--- Handle multiple tasks at once and work in a
fast-paced environment--- Adapt to changing procedures, policies
and work environment--- Proficient verbal and written communication
skills--- Excellent leadership, mentorship, and motivational
skills--- Willingness to learn and understand complexity of
industry and business--- Understanding of HIPAA and importance of
patient data privacy--- Commitment to FMI values: patients,
innovation, collaboration, and passion.
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Keywords: Disability Solutions, El Cajon , CSA Supervisor - SD All Teams, Hospitality & Tourism , San Diego, California
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