VITAS Healthcare · 7 hours ago
CCC Sr Supr Customer Service
3154 Executive Way, Miramar, FL, 33025, US
Full-time
Onsite
Mid, Senior Level
3+ years expVITAS Healthcare is seeking a Senior Supervisor Customer Service to oversee the day-to-day activities of the Admissions Coordinators. This role involves managing staff, ensuring compliance with operational standards, and enhancing customer service efficiency.
Health CareHospital
Responsibilities
Interview, hire, train, support, and develop all Sr. / Admission Coordinators (AC)
Supervise all day-to-day AC activities to ensure an efficient and timely intake/admission process is achieved with all new patient referrals
Function as a subject matter expert and support for CCC Customer Service Supervisors
Proactively support all CCC projects, Program meetings and engagements, and escalation investigations with applicable intervention action
Provide back-up support to the Referral Manager
Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs
Continuously monitor all day-to-day activities taking place within the Care Connection Center
Supports all strategies, plans, and implementations as directed by CCC Leadership
Supervision of VX data integrity to ensure a clean, billable patient record
Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded
Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs
Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded
Proactively identify operational efficiency and customer service enhancement opportunities
Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals
Respond to complaints in a timely manner, maintain quality improvement documentation
Supervise staff as first-level leadership implementing strategies, processes, and guidelines
Determine work procedures, prepare work schedules, and expedite workflow
Evaluate and standardize procedures to improve efficiency of subordinates
Observe and evaluate employees and work procedures to ensure quality standards and service is met
Provide feedback regarding personnel actions such as new hire requests and discharges, to ensure proper staffing
Attend meetings, training activities, courses and all other work-related activities as required
Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management
Qualification
Required
Three or more years related experience supervising an operations team in a 24/7 environment
Proven success in supporting strategic plans and attaining goals in a fast-paced, dynamic environment
Expert in the delivery and monitoring of customer interactions
A solid track record of managing customer service complaints
Experienced in leading, supervising, and supporting customer service agents
Ability to research and analyze information and data to arrive at and articulate valid findings, including root cause analysis, to build recommended corrective action plans
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members
Superior ability to effectively communicate at all levels both verbally and in writing
Ability to develop spreadsheets and use word processing and database computer software as well as MS Excel, Word, and PowerPoint
Proven track record for supporting teams that are proactive in driving process improvement
Must be highly organized and able to manage multiple responsibilities
Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center
Completion of high school or basic education equivalency required
Preferred
Call Center/Customer Service management experience preferred
Bachelor's degree preferred
Company
VITAS Healthcare
Vitas Healthcare is a provider of hospice care and palliative care to patients.
10001+ employees
H1B Sponsorship
VITAS Healthcare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2005-03-01Acquired
Leadership Team
Joel Wherley
CEO
Mary Hensley
Vice President/Chief Compliance Officer
Recent News
2025-12-03
2025-11-18
Company data provided by crunchbase