Customer Service Supervisor

Job Functions, Duties, Responsibilities and Position Qualifications:

Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!

• Oversee workflow for the department.

• Create an environment that facilitates open communication with team members and acts in a professional and courteous manner when interacting with team and department members.

• Motivate and utilizes staff effectively through fostering a positive, supportive work environment.

• Support departmental staff in the performance of their duties.

• Investigate and resolve problems regarding tests and results in order to ensure accurate and efficient service.

• Observe/monitor interactions (calls, emails, chats, etc.) and analyze data observed to create trending insights and provide recommendations for improvements

• Evaluate and monitor levels of staff effectiveness to assist leadership team to create improvement action plans

• Provide feedback and coaching to staff

• Track issues in the quality monitoring systems and analyze the results

• Communicate via, phone, face-to-face and email with other departments in the lab for problem resolution.

• Schedule employee shifts and breaks; responsible for coverage when replacements cannot be found

• Approve time off and overtime

• Documents and records employee productivity

• Documents performance issues and address them accordingly as well as complete annual performance assessments.

• Ensure compliance with HIPAA requirements by respecting and maintaining the confidentiality of information relative to patients and clients.

• Participate in the interview and selection process of candidates.

• Oversee training of new employees and retraining for existing employees.

• Continuously communicates with patients and doctors’ offices, and internal departments.

• 2 year Associated Degree or equivalent.

• Minimum 5 years working in a customer service driven environment.

• Minimum 1 year Supervisory experience, preferred.

• Excellent customer service skills including excellent oral and written communication.

• Ability to handle a heavy call volume

• Excellent interpersonal skills with management, team members, patients, clients and partners.

• Ability to make immediate decisions and sound judgment calls.

• Proficient skills in keyboard and operating computer system.

• Leadership abilities to successfully coach, counsel, and motivate staff while maintaining composure and professionalism.

• Proper judgment when exposed to confidential information.

• Creative problem solving skills.

Salary minimum to max is $65,000 to $80,000. Pay is commensurate with experience; geographic differentials to the pay range may apply.

Sonic Healthcare USA, reserves the right to pay more or less than the posted range. Any difference between actual compensation and the posted range will be based on factors other than race, color, religion, sex (including pregnancy) or national origin.

• Appreciation for your work

• A feeling of satisfaction that you’ve helped people

• Opportunity to grow in your profession

• Free lab services for you and your dependents

• Work-life balance, including Paid Time Off and Paid Holidays

• Competitive benefits including medical, dental, and vision insurance

• Help saving for retirement, with a 401(k) plus a company match

• A sense of belonging – we’re a community!

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards.  Employees are expected only to access PHI when it is required to fulfill job duties.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.