Garner Health · 8 hours ago

Customer Service Operations Supervisor

United States

Full-time

Remote

Mid Level

$80K/yr - $90K/yr

3+ years exp

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Responsibilities

Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider

Overseeing the overall performance of Concierge Associates’ quality and efficiency and ensuring all key performance metrics are being met

Championing high quality member interactions by reviewing work regularly and providing thoughtful, strategic coaching that empowers team members to grow

Cultivating growth with personalized performance plans and mentorship for direct reports, fueling each team member’s professional journey

Ensuring we are properly staffed and responding to members in a timely manner according to our staffing plans

Distilling gaps in complex or escalated member interactions and synthesizing them in a clear manner to internal stakeholders

Staying and keeping your team close to workflow and policy changes in a rapidly changing work environment to ensure members are receiving accurate responses

Identifying trends in team performance and translating that to actionable feedback recommendations

Maintaining detail-oriented working knowledge of employer health benefits and insurance

Being a subject matter expert in member-facing issues

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportTeam ManagementPerformance MetricsHealthcare KnowledgeDigital OrganizationCoaching