Customer Service Supervisor - Option Care Health

Extraordinary Careers. Endless Possibilities.

With the nation’s largest home infusion provider, there is no limit to the growth of your career.

Option Care Health, Inc. is the largest independent home and alternate site infusion services provider in the United States. With over 6,000 team members including 2,900 clinicians, we work compassionately to elevate standards of care for patients with acute and chronic conditions in all 50 states. Through our clinical leadership, expertise and national scale, Option Care Health is re-imagining the infusion care experience for patients, customers and employees.

As a two-year recipient of the Gallup Exceptional Workplace Award, we recognize that part of being extraordinary is building a thriving workforce that is as diverse as the patients and communities we serve.
Join a company that is taking action to develop a culture that is more inclusive, respectful, engaging and rewarding for all team members. We are committed to hiring, developing, and retaining a diverse workforce.

Job Description Summary:

The Customer Service Supervisor directly oversees the day-to-day operations of the Customer Service team members with the goal of delivering a consistent customer experience where patients and referral partners feel Option Care Health thoroughly supports their needs with highly compassionate and efficient care. The Customer Service Supervisor manages the overall performance and productivity of the Customer Service team to maintain established quality and call statistical standards.

Job Description: ​

• Job Responsibilities
• Monitors customer service calls and provides team member coaching: 1) Quality - Ensure team member consistency and accuracy for required components of the call.  2) Speed – Evaluates and coaches team members to meet performance KPIs 3) Customer Service – Ensure consistent demonstration of exceptional customer service with every customer (both internal and external).
• Interviews, hires, and trains employees. Directs work, appraises performance, rewarding and disciplining employees, addressing complaints and resolving problems.
• Responsible for team education and resolution of issues related to the patient onboarding process.
• Go-to for troubleshooting issues and resolutions with Customer Service team members.
• Monitors team adherence to existing policies/procedures and assists with roll out of new policies and procedures.
• Managers to ensure that coverage is maintained, and workflow is operating at an optimal level with a “patient-first” mindset.  This may include helping to support the workload when needed.

Supervisory Responsibilities

Does this position have supervisory responsibilities?  YES

(i.e. hiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)

Basic Education and/or Experience Requirements

• High school diploma or equivalent is required.
• Minimum of three (3) years of relevant experience.

Basic Qualifications

• Ability to multi-task and support numerous referrals/priorities at one time.
• Ability to work in a fast past environment.
• Must be detail-oriented and have a high degree of quality focus.
• High degree of customer service skills required.
• Ability to trouble shoot, problem solves and collaborate with cross-functional team members across sales and operation functions.

Physical Demand Requirements

• Ability to sit for extended periods of time.

Travel Requirements

N/A

Preferred Qualifications & Interests

• Minimum of one (1) year prior supervisory experience in a call center environment is required.
• Minimum of three years customer service preferred.

Due to state pay transparency laws, the full range for the position is below:

Salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Pay Range is $26.73-$44.56

Benefits:

-401k

-Dental Insurance

-Disability Insurance

-Health Insurance

-Life Insurance

-Paid Time off

-Vision Insurance

Option Care Health subscribes to a policy of equal employment opportunity, making employment available without regard to race, color, religion, national origin, citizenship status according to the Immigration Reform and Control Act of 1986, sex, sexual orientation, gender identity, age, disability, veteran status, or genetic information.

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