Supervisor, Oncology Customer Experience

POSITION SUMMARY:

The Customer Experience Supervisor supervises up to three tiers of Customer Experience team members within our Oncology division. Responsible for developing Customer Care Center to meet, maintain, and exceed required standards in productivity, quality, and accuracy while promoting a positive teamwork environment. Role is also 3rd level escalation for issues and escalated calls.

PRIMARY RESPONSIBILITIES:

• Provide daily direction to CCC agents and monitor productivity and service levels to meet CE KPIs requirements.

• Perform random quality checks for all agents to maintain highest standards of accuracy and quality.

• Provide real-time and continual feedback/training regarding processes, accuracy, and professionalism.

• Evaluate and provide to management opportunities for improvement in operations, efficiency, processes, training, team work, and morale to improve the experience for our customers and the CE team.

• Provide bi-weekly performance metrics, feedback, and coaching for all agents and administer progressive discipline as required

• Follow protocol on how to deliver aforementioned feedback to agents.

• Available real time for CE agents that are experiencing work and/or personal issues providing appropriate coaching, counseling, direction, and resolution.

• Own and support delegated daily monitoring assignments

• Ensure employees have appropriate training and necessary resources to perform all duties. 

• Assist Manager of Customer Experience with daily operation of CE including development, analyses, implementation of staffing, training, scheduling, and reward/recognition programs. 

• Interview and train employees.

• Conduct performance appraisals.

• Perform special project tasks and assist the team as needed.

• Use good judgment in communication regarding department and/or employee concerns.

• This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job.

• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.

• Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

• Bachelor’s degree or equivalent.

• Minimum of 3 years customer service experience and 1 year of experience in a leadership role.

KNOWLEDGE, SKILLS, AND …