Customer Service Supervisor

Job Title: Customer Service Supervisor

FLSA Classification: Exempt

Reports to: Director of Clinical Services

Summary/objective:

• Supervises employees and operations integral to delivering a successful and positive customer experience while performing customer service staff duties as a working supervisor.
• Actively works in the customer service role to support a high functioning department.
• Develops and fosters successful internal relationships to support teambuilding and trust across all MSBI departments (clinical and non-clinical).
• Builds and maintains strong client relations with providers, patients, systems and vendors to support efficient, high-quality services reflective of MSBI’s mission.
• Responsible for and provides coverage as needed to ensure successful operations of the customer service department.

Essential functions:

• Supervises staff members integral to the Customer Service experience including but not limited to:
  • Switchboard
  • Patient registration and clinical scheduling
  • Partnership with the Customer Service Lead who performs specific tasks for the CSS department. 
• Completes annual performance reviews in accordance with Human Resources guidelines.
• Provide ongoing performance feedback to staff to ensure performance and professionalism standards are met.
• Demonstrate and support the need to provide excellent customer service.
• Maintains open, positive communication with customer service and scheduling staff.
• Maintains and evaluates appropriate staffing levels and keeps Director of Clinical Services apprised of future staffing needs.
• Maintain accurate and up to date job descriptions.
• Identifies, develops, and conducts training to enhance efficiency and excellent customer service. 
• Develop and oversee scheduling processes for all appointment types (medical, non-medical), and scheduling templates. 
• Enters and reviews all provider schedule templates ensuring accuracy and appropriate staffing for hospital coverage.  
• Collaborates with the Business Office to ensure accurate data entry in the scheduling and check-in processes for billing and check in.
• Maintains close relationship with Business Office Supervisor.
• Fosters positive working relationships among MSBI providers, CSS Staff, patients and outside partners to promote efficient, patient centered services.
• Oversees after hours call service account vendor relationship.
• Actively works in the CSS role (front desk and call center) to promote a high-functioning department.
• Produces monthly productivity/phone dashboard reports and reviews with Director of Clinical Services.
• Works collaboratively with Director of Clinical Services to continuously review opportunities to increase the customer experience as well as build and maintain team policies and protocols to enhance the efficiency of daily operations for the Customer Service Department.
• Participates in Leadership Meetings.
• Collaborates with leadership team, consultants and applications specialists to train staff on electronic health records relative to the patient visit.
• Develops, trains and updates the use of required documentation,  to include required elements to meet appropriateness criteria, medical necessity and quality measurement targets.
• Maintain department access to PHI as appropriate.  Access to PHI (protected health information) including e-PHI (electronic protected health information), will be limited based on employee’s job duties.  Requests to change access for individual employees due to job requirements will be reviewed by Administration.  Employees will follow Midwest Spine and Brain Institute’s established HIPAA privacy and security policies regarding PHI.

Competencies/Qualifications

Abilities:

• Technology proficiency:  NextGen EPM and EMR, Microsoft products, including Word, Excel, PowerPoint and Publisher.
• Time Management Skills.  Ability to efficiently manage one’s time and work independently.
• Active Learning.  Proficient with understanding the implications of new information for both current and future problem-solving and decision-making.
• Service orientation.  Consistently aspires to determine opportunities to help coworkers and customers improve their experience.
• Oral comprehension. Effective listening skills that include understanding information and ideas presented via spoken words and sentences.
• Written comprehension. Ability to communicate information and ideas in writing so others will understand.
• Problem Sensitivity. Ability to recognize a problem that currently exists or a problem that is likely to occur.
• Inductive Reasoning. Ability to combine pieces of information to form general rules or conclusions, including finding a relationship among seemingly unrelated events.
• Deductive Reasoning. Ability to apply general rules to specific problems to produce answers that make sense and allow for the development of a corrective action plan.
• Critical thinking. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Work Style:

• Integrity.  Honest and ethical behavior in all actions.
• Independence.  Ability to work from a variety of locations with little supervision and the ability to get things done autonomously.
• Social Orientation.  Ability to connect with others on the job. Ability to work with customers in a kind and professional manner.
• Concern for Others. Sensitivity to the needs of others.
• Adaptability/Flexibility.  Open to change and variety of workload.
• Attention to Detail.  Thorough and complete in activities and follow-up to determine successful tasks to repeat and others to change or remove.
• Dependability.  Reliable, responsible, and dependable in fulfilling obligations of the job and interaction with others.
• Self-Control. Ability to maintain composure, keep emotions in check, even in difficult situations.
• Stress Tolerance.  Ability to accept criticism to improve performance.
• Cooperation.  Pleasant attitude with others.

Qualifications:

• Knowledge of organizational policies, regulations and procedures to successfully promote the organization. 
• Knowledge of common safety hazards and precautions, and use of personal protective equipment to establish a safe work environment.
• Skill in identifying problems and researching and recommending solutions. 
• Skill in preparing and maintaining records in written reports. 
• Skill in developing and maintaining department quality assurance. Ability to maintain quality control standards. 
• Expertise and appropriate skill set in establishing and maintaining effective working relationships with patients, medical staff, and the public. 
• Ability to understand, adapt and apply guidelines and procedures. 
• Ability to communicate clearly. 
• Requires providing ideas and participating in the implementation of such ideas to improve quality and/or patient satisfaction, reduce costs or improve employee work life.  

Work environment:

• 40 hours per week excluding travel time.  Occasionally, requires working irregular hours.  Must be accessible to CSS staff during business hours and emergent calls outside business hours regarding unplanned PTO.
• Ability to react calmly and effectively in stressful or emergency situations. 
• Requires standing and walking for extensive periods of time. 
• Requires consistently good attendance. 
• Requires ability to work successfully under supervision, with co-workers, providers, other professionals as well as community members. 

Physical demands:

• Requires full range of body motion including hand and finger dexterity and eye-hand coordination. 
• Requires standing and walking for extensive periods of time. 
• Occasionally lifts and carries items weighing up to 20 pounds. 
• Requires corrected vision and hearing to normal range.

Travel required:

Ability to drive own motor vehicle to various sites.

Required education and experience:

• Minimum three years supervisory experience in a clinic healthcare setting.
• Proven strengths with successful staff development and engagement.
• Demonstrated leadership skills with planning, organizing, directing, coordinating and evaluating staff and operations. 
• Successful experience with workflow development and analysis for continuous enhancement.
• Strong technical skills using NextGen and EPIC preferred. 
• Ability to develop and update complex templates and provider schedules.

Preferred education and experience:

• Five years supervisory experience in a clinic healthcare setting.
• Preferred completion of post-secondary education in healthcare management or leadership.
• Preferred prior experience with Front Desk, Specialty Clinic setting, or scheduling position.

Affirmative Action/EEO statement:

Midwest Spine & Brain Institute (MSBI) is an equal employment and affirmative action employer. MSBI does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.