Supervisor, Contact Center Services

Job Title

Has primary responsibility for supervision of a variety of Contact Center Services staff. Manages day-to-day operations in the achievement of defined service objectives. Supports management to assure team alignment with the overall goals and objectives of the Operations Business Unit and the Corporation. Provides leadership to ensure the highest levels of quality, service, performance levels, and efficiency standards are implemented and maintained. Trains and develops staff to successfully perform their duties and advance within the Operations career path. Relies on knowledge and experience of healthcare operations concepts, practices and procedures. Takes responsibility for personal growth and career engagement. Leads performance conversations through coaching, feedback, and training, addressing performance gaps promptly and professionally to maintain service quality and compliance. A wide degree of independence, latitude and creativity is expected.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Ensures that staff is properly trained and supervised to accurately execute processing needs in compliance with performance standards and regulatory agencies in a timely manner.
• Supervises on average, 12+ staff members, including interviewing and recommending candidates for hire, coaching and developing staff members, assigning and monitoring work in progress, evaluating performance, enforcing attendance & performance standards, administering employee corrective action, and making compensation recommendations. Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership. Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance
• Supervises assigned work group to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of service deliverables. Provides day-to-day leadership, including administering policies, business processes, quality standards, and performance measurement criteria. Sets high standards and encourages new ideas for improving organizational performance.
• Partners with other MedImpact teams to effectively resolve customer issues and inquiries to ensure mutual success, supports new business. Participates as a member of cross functional workgroups, teams, and committees as assigned.
• Sets high standards and encourages new ideas for improving team performance. Takes informed risks and remains open minded and flexible. Promotes continuous improvement by documenting processes, assigning roles & responsibilities, and measuring results. Seeks out and actively participates in business initiatives that contribute to service excellence.
• Utilizes planning, prioritizing, and organizational skills to effectively deploy the assets, tools, and processes necessary to achieve business objectives.
• Works with Call Center Manager and Director to implement strategic business work plan goals.
• Maintains commitment to operational goals in the face of obstacles and collaborates with internal customers. Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results. Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues. Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.

Supervisory Responsibilities

Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA Degree or equivalent; 2+ years of experience (or equivalent combination of education and experience) and 1 year of supervisory experience. Supervisory experience may be substituted with two (2) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position. A minimum of 2-3 years' experience in a PBM or healthcare environment preferred.

Computer Skills

Proficiency with MS Windows Office programs, including MS Word, Excel, Power Point and Outlook to create complex documents, manage schedules, and analyze data.

Certificates, Licenses, Registrations

Current Pharmacy Technician License and/or CPhT certification preferred.

Other Skills and Abilities

• Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job. Strong attention to detail and follow-through skills.
• Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.​​
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Building Effective Teams
• Decision Quality
• Informing
• Confronting Direct Reports
• Delegation
• Organizational Agility
• Customer Focus
• Drive for Results
• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at the Plymouth, MI location for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonably meet deadlines