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Client Experience Supervisor - Internet Team

Company: Thriveworks
Location: Lynchburg
Posted on: May 16, 2022

Job Description:

Job DescriptionClient Experience Supervisor - Internet TeamThe Thriveworks Center of Excellence is seeking an experienced administrative professional for the position of Client Experience Supervisor. This position will provide supervision for the Client Experience Specialists in the Omni Channel for our mental health practices.The Client Experience Supervisor will directly report to the Manager of Client Experience - Internet Team in monitoring the performance and efficiency of a Client Experience Specialist Team. Qualifications

  • Bachelor's Degree in Business Administration or related mental health field preferred, Associates Degree required
  • 2-4 years' experience in customer service
  • 1-2 years of supervisory experience, preferably in a call center environment
  • Excellent project management, time management, oral/written communication, and interpersonal skills
  • Proven ability to coach and develop employees in a metric-driven environment
  • Experience working in a fast-paced and dynamic workplace
  • Ability to develop strong partnerships/relationships with other groups
  • Demonstrated ability to effectively solve complex problems by using critical thinking
  • Administrative experience in using computer-based tools such as the Google suite of products
  • Demonstrated ability to personally deliver a superior customer experience and build team members' capabilities for exceptional customer engagementPreferred Qualifications
    • Customer service experience in a medical or mental health organization
    • Prior experience working with electronic health record systems (EHR)
    • Experience in maintaining HIPAA compliant best practices and procedures
    • Experience in Omni Channel preferredResponsibilities
      • Lead 12 - 15 direct report Client Experience Specialists by managing processes to ensure customer and departmental objectives are met
      • Demonstrate ownership and execution of Thriveworks Core Values and Initiatives
      • Illustrate the ability to increase customer loyalty by building relationships with customers beginning at the point of sale and continuing through various stages of their lifecycle
      • Evaluate individual performance through daily interactions, audits, call monitoring, and feedback from Clinic Directors, Clinicians, etc
      • Handle escalated issues from clients, clinicians, RCDs, and CDs timely and maintain quality assurance levels with HIPAA and Thriveworks objective
      • Ability to multitask by accessing computer information and using various systems simultaneously
      • Learn new concepts and adapt to new organizational policies, regulations, and procedures quickly
      • Perform data analysis and report trends, root cause analysis, and potential improvement opportunities needed
      • React calmly, professionally in emergency and escalated situations
      • Participate in the recruiting and hiring process for the Client Experience Team
      • Manage the performance of the employees including goal setting, identifying deficiencies and documenting solution alternatives, and recommending disciplinary actions using Progressive Discipline or Performance Improvement Plans (PIPS)
      • Assist with special projects and serve as Subject Matter Expert in a variety of service improvement /transformation teams on an as-needed basis

Keywords: Thriveworks, Lynchburg , Client Experience Supervisor - Internet Team, Hospitality & Tourism , Lynchburg, Virginia

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