Health System Services Supervisor - ESO

Health System Services Supervisor - ESO - Lewisville, TX - Monday - Friday 8:00AM-5:00PM

Manage and direct all aspects of Health System Services Call Center operations staff. Implements and reviews call center processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to customers.  Facilitates resolution of escalated calls and handles more complex interactions. 

• Responsible for the supervision, coaching, monitoring, training, and performance management of assigned staff. 
• Responsible for daily operations of the department, including monitoring of call management system. 
• Create, post and discuss report metrics and performance with department. 
• Plan and coordinate customer service activities, ensuring that commitments are met and that questions or complaints are processed properly and efficiently. 
• Consistently initiate and maintain communication with and provides high level service to our internal and external customers. 
• Contribute to the development of new procedures and processes and the modification of existing customer service procedures. 
• Ensure that all laboratory services pertaining to patient information remains confidential and that conditions for release of information are in accordance with laboratory rules and regulations. 
• Direct the preparation and maintenance of records, reports and other data related to all customer service activities and functions. 
• Oversee the support, direction, and training of company policies and procedures and business unit quality improvement (Compliance, QMS, SOP’s, etc). 
• Prepare and submit monthly management reports including department metrics as required. 
• Develop, coach and mentor staff and provides general supervision to ensure all tasks are completed accurately and in a timely fashion. 
• Recognize quality service issues and provide feedback and coaching to appropriate personnel on opportunities for improvement. 
• Partner with Health System Services Technical Specialist to create necessary tools for department regarding data analysis and weekly summary reports on all accounts. 
• Communicate with Business Unit on health of assigned accounts. 
• Facilitate timely resolution of issues and concerns. 
• Monitor all accounts, schedule review meetings and assist with determining if account requires a dedicated rep. Work with Esoteric Client Services Manager, Esoteric Customer Solutions Manager and Commercial to transition accounts to Client Services. 
• Review weekly dedicated rep account status review reports prior to distribution. 
• Visit or conduct conference calls with strategic accounts and at-risk clients to ensure that resulting resolution and follow-up activity is satisfactory.  Solicit and resolve other outstanding issues or concerns.    
• Schedule and coordinate initial training sessions for key customers personnel.  Conduct follow-up or retraining sessions, if necessary.   
• Contact of clients who submitted a client satisfaction survey that expressed dissatisfaction with the business unit’s problem resolution progress or as requested by the business unit’s senior staff. 
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 

QUALIFICATIONS

Required Work Experience: 

• Minimum of five (5) years of professional experience in supervisory position managing at least a staff of 10; AND 
• Minimum of five (5) years of professional experience in a customer service or customer facing role. 

Preferred Work Experience:  

Clinical laboratory experience preferred 

Physical and Mental Requirements:  

• Sitting for long periods of time. 
• Repeating motions that may include the wrists, hands and/or fingers. (Typing) 

Knowledge:  

• Proper telephone etiquette to handle customer inquiries. 
• Basic knowledge of operating office equipment. 
• Broad understanding of the laboratory business and its service requirements 
• Thorough knowledge of the laboratory’s operations. 
• Comprehensive knowledge of medical and laboratory terminology. 
• Understand the importance of Quality Service and how it is measured 

Skills:  

• Excellent leadership, interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers. 
• Ability to foster a positive and productive work environment by building, leading and motivating the team. 
• Must be detail-oriented, have the ability to work independently, establish work priorities and to handle several tasks simultaneously for maximum department efficiency. 
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems. 
• Strong organizational skills. 
• Ability to analyze and solve problems. 
• Ability to maintain professional and tactful manner in stressful situations. 
• Exhibit comfortable interaction with technical staff and other departments. 
• Ability to deal with client information in a confidential manner. 

EDUCATION
Bachelor’s Degree(Required)

LICENSECERTIFICATIONS
Six Sigma Certified Green Belt

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

2024-58275