Implementation Specialist
WEX
Supervisor, Oncology Customer Experience
Natera
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $61,400 - $72,000 per year
Job Level
Mid-LevelSenior
About the role
- Supervise up to three tiers of Customer Experience team members and provide daily direction to CCC agents.
- Monitor productivity and service levels to meet CE KPIs requirements.
- Perform random quality checks and provide real-time and continual feedback/training on processes, accuracy, and professionalism.
- Evaluate and recommend improvements in operations, efficiency, processes, training, teamwork, and morale.
- Provide bi-weekly performance metrics, feedback, coaching, and administer progressive discipline as required.
- Be available in real time for CE agents experiencing work or personal issues, offering coaching, counseling, direction, and resolution.
- Own and support delegated daily monitoring assignments and ensure employees have appropriate training and resources.
- Assist Manager of Customer Experience with daily operations including staffing, training, scheduling, and reward/recognition programs.
- Interview, train employees, and conduct performance appraisals.
- Perform special projects and assist the team as needed.
- Handle PHI regularly (paper and electronic) and comply with HIPAA and Natera policies.
Requirements
- Bachelor’s degree or equivalent.
- Minimum of 3 years customer service experience.
- Minimum of 1 year of experience in a leadership role.
- Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM (preferred).
- Bi-lingual a plus.
- Experience in both phone and written customer support.
- Intermediate knowledge in Microsoft Office applications and strong typing, spelling, and grammar skills.
- Knowledge of customer service principles and practices.
- Root cause analysis and problem-solving skills.
- Ability to de-escalate customer behavior and resolve escalations.
- Ability to deliver training, mentoring, and constructive feedback.
- Ability to de-escalate and resolve negative personnel interactions.
- Knowledge of administrative procedures and protocols.
- Excellence in attention to detail and organization skills.
- Ability to maintain professionalism during highly escalated situations.
- Working knowledge of HIPAA policy and procedures and compliance in handling and protecting patient privacy.
- Must maintain a current status on Natera training requirements.
