• The Supervisor, Patient Services Inbound is responsible for overseeing and supervising the day-to-day operations of Patient Services Inbound group. The Supervisor will provide technical assistance to customers and employees and coordinate work activities to achieve the volume expected to meet operational requirements. The individual will support department leadership in scheduling and monitoring daily floor performance; identifying operational improvements; monitoring workflow, and assigning tasks, goals and objectives.

Essential Duties/Responsibilities

• Supervise designated Patient Services Inbound employees and assist with the daily activities of the Patient Services Inbound (PSI) group ensuring the delivery of exceptional service and customer experience




• Partner with PSI leadership to monitor daily operations and perform resource management ensuring that the department is appropriately staffed at all times




• Provide direction to employees using established policies and precedents




• Motivate a team of PSI employees through performance coaching, career planning and setting objectives; provide initial as well as ongoing training and coaching




• Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement




• Appropriately advocate for customers and help define ways to continually add value to the customer experience




• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied




• Handle difficult customer inquiries and complaints referred by PSI employees, as needed




• Supervise staff to ensure professionalism, accuracy, and use of information given and perform annual performance appraisal




• Assist management with regards to interviewing, hiring and conducting annual performance appraisal/reviews; participate in employee evaluations providing input on areas for employee development as well as capturing areas of excellence




• Set productivity standards and goals; monitor daily/weekly/monthly progress and reports results to the Manager or Director of Patient Services Inbound




• Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth

Other Duties/Responsibilities

• Perform other duties and responsibilities as assigned

Education and Experience Requirements

• Education: High School Diploma or General Educational Development (GED) required; Bachelor's degree preferred




• Relevant Work Experience: Four (4) or more years' experience related to customer service with one to two years' supervisory experience in a call center environment

Required Knowledge, Skills, and Abilities

• Knowledge/Abilities -Technical Skills: Work history/experience in demonstrating technical aptitude; hardware/software as a service support experience a plus; Proficient knowledge with Microsoft Office (Word, Excel, and Outlook)




• Communication Skills (Verbal/Written): Excellent communication skills (verbal and written) and comfortable with communicating at all levels within the organization; Must be able to use discretion and convey sensitive information in a strict confidential environment




• Management/Leadership Skills: Strong interpersonal skills to effectively direct the work of assigned personnel, provide motivation and develop employees to their full potential; Ability to interpret and enforce policies and procedures; Strong attention to detail with ability to prepare reports and leverage analytical skills to interpret and resolve problematic issues; Ability to effectively plan and prioritize work/projects and meet critical deadlines




• Customer Service: WECARE - BioTelemetry based customer centric program; Ability to apply sound judgment, analytical and decision-making skills to a variety of customer issues when dealing with ambiguous and challenging situations; Ability to maintain cooperative working relationships with internal departments as well as external parties

EEO/AAP - Biotelemetry provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state or federal law.

NOTE: This job description is not intended to cover or contain a complete listing of all duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.