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MDVIP LLC Call Center Supervisor in Boca Raton, Florida

Come join MDVIP as a Call Center Supervisor! Based in Boca Raton, FL, MDVIP has been recognized as a Great Place to Work® employer for four consecutive years and recently named by Fortune and Great Place to Work® as one of the 2021 Best Workplaces in Healthcare & Biopharma™.

As a Call Center Supervisor you will supervise all aspects of the Customer Service contact center activities by ensuring Member Services representatives are trained effectively to professionally respond to service requests from existing MDVIP members and affiliates and achieve customer service expectations and service level goals. Monitors inbound and outbound campaigns and calls for accuracy and timely follow-through. Supports technical and functional solution/support to our customers by phone and via electronic media. Supervision responsibilities include full understanding and ability to train staff on Membership, Collections, Reinstatements and basic Practice/Technical Support.

Training & Supervision:

  • Effectively responds to staffing and employee relations and/or performance issues in timely manner. Provides coaching and feedback to direct reports.

  • Assists in the selection process for new hires and ensures effective training resources are provided.

  • In collaboration with Patient Contact Leadership team, maintains staffing levels for maximum productivity and quality.

  • Accounts for attendance of staff and documents all HR requirements.

  • Implements policies, procedures, programs including training, goal setting, standards, and benchmarks to evaluate staff performance and continuously improve processes/procedures. Assess performance and provides consistent feedback to team members.

  • Collaborates with Patient Contact Center Leadership Team to deliver training, documentation, and process improvement for all areas of responsibility .

    Call Monitoring/Support:

  • Monitors agent calls and provides appropriate feedback regarding quality, efficiency and proper use of tools and processes.

  • Collaborates with internal departments to continually improve processes, address service-related issues and escalate physician services concerns/issues.

  • Answers and responds to all escalated customer support calls and emails within defined timeframes; maintains contact with customer through resolution.

  • Maintains the MDVIP Knowledge Base or equivalent system. Maintains procedural documentation for the Member Services team.

  • Identifies and escalates priority issues based on department’s defined process and procedures.

  • Identifies trends and suggests improvements in processes.

  • Creates, updates, and manages application support tickets through the MDVIP support process workflow.

This job profile is not designed to cover or contain a comprehensive listing of activities, 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.

Education / Experience / Knowledge:

Associate degree (A A.) and at least three years call center experience and three years related supervisory experience (within or outside of a call center); or equivalent combination of education and experience where two year’s related experience equals one year of schooling.

Related experience assumes at least two years supervisory experience in a high-volume call center handling complex customer service processes, billing and technical support responsibilities. Must have prior call center experience, including but not limited to technical help or customer service environment, and have previous experience with advanced phone systems.

Skills and Knowledge:

  • Excellent customer service skills

  • Excellent verbal and written communications skills

  • Proficient troubleshooting and problem-solving skills

  • Ability to establish priorities, work independently, and manage objectives with little supervision.

  • Ability to identify, handle and resolve recurring issues. Identifies trends and suggest improvements in product and process.

  • Knowledge of modern office procedures and methods including telephone communications, office systems, and organized record keeping. Type 45 words accurately per minute.

  • Develops and trains new employees to successfully provide excellent customer service while meeting Service Level goals.

Job ID: 2023-2811

External Company Name: MDVIP LLC

External Company URL: https://www.mdvip.com/

Street: 4950 Communication Avenue

Telecommute: No