Customer Service, Production Supervisor

Why Millennium Health?
Millennium Health LLC is an accredited specialty laboratory with more than a decade of experience in medication monitoring and drug testing services, helping clinicians monitor the use and misuse of prescription medications and illicit drugs. The testing is used by healthcare professionals to obtain objective information about patients' recent use of prescription medications and/or illicit drugs and helps monitor the effectiveness of treatment plans. Everyone that joins our team is key to our ability to support the clinicians and patients.

General Summary

The Customer Service, Production Supervisor supports the daily operations of the customer service team by directing workflows, monitoring activities, and schedule coordination. Collaborating closely with all members of Customer Service Leadership to ensure consistency, their oversight on all Service Level Agreement metrics will guarantee exceptional service delivery to both internal and external stakeholders. Additionally, they will lead the Customer Service Coordinator team through direct supervision and personalized coaching.

Essential Functions
The following are intended to be examples of the accountabilities for which the person in this position is responsible. This position is not intended to be complete or all-inclusive and does not preclude management from assigning other or related functions for which the individual has demonstrated competency through performance.

• Assess CSC job performance, provide feedback, and encourage career development via regularly scheduled 1x1 meetings with staff. Effectively and proactively address performance concerns. Provide CSC back-up coverage for the CS Distribution queue when needed.
• Monitor all production dashboards and OMNI communication channels including call, SMS, and Live Chat queues. Take action to ensure all SLA metrics are being met.
• Collaborate with supervisors and managers to identify gaps in coverage, productivity, or process compliance.
• Manage the territory coverage queue and send out appropriate notifications.
• Manage all CSA and CSC timecards, time off requests, and team calendars. Recruit and track team's overtime via department log. Communicate necessary information as appropriate.
• Create department's Daily Message and team's work schedules to ensure adequate coverage across shifts
• Maintain detailed knowledge of department Service Level Agreements
• Track and manage team's completion of MHU courses, coaching escalations, and refresher trainings.
• Assist in the development, maintenance, and continuous review of processes, core responsibilities and tasks assigned to the Customer Service Advocate and Customer Service Coordinator roles.
• Assist in driving recruitment, interviewing, selecting, and training new team members.
• Identify both external and internal customer needs and advocate for process improvements.
• Drives and fosters a positive work environment and encourages staff development.
• Take ownership of projects assigned by management, ensuring timely and successful completion.
• Ensure adherence to all HIPAA, Confidentiality and Compliance policies, procedures, and standards.
• Work on-queue on regular basis to ensure connection to the team.
• Regular and reliable attendance.

Education

• Associate degree or equivalent experience required
• Bachelor's degree preferred

Experience

• Minimum of 5 years relevant experience. Healthcare/biotech and/or customer service setting highly preferred.
• Previous experience using a CRM solution and/or database require

Skills

• Ability to think strategically and lead effective teams
• Strong knowledge of contact centers and business solutions
• Strong communication skills, both verbal and written
• Ability to work cross functionally and interact with multiple levels of the organization
• Knowledge of customer needs and service trends in the industry
• Knowledge of six sigma principles
• Ability to work independently with strong decision making and problem-solving skills
• Knowledge of policy and procedure writing
• Advanced troubleshooting and multi-tasking skills
• Advanced data analytics skills
• Proficient in MS Office application (Excel, Word, PowerPoint, Outlook)
• Must be flexible and adaptable within a changing, fast paced environment

Physical & Mental Requirements

• Physical: Primary functions require sufficient physical ability to work in an office setting and operate office equipment. Continuous sitting and upward and downward flexion of neck; fine finger dexterity; fast paced data entry with finger pressure to manipulate keyboard. Have the ability to speak and listen to customers on fast-paced phone calls.

• Mental: The employee is expected to read, understand, and retain SOPs. Be able to convert SOP instructions into work-related tasks. Use judgment when there is a deviation and effectively communicate any discrepancy to their Manager.

• Medical, Dental, Vision, Disability Insurance
• 401k with Company Match
• Paid Time off and Holidays
• Tuition Assistance
• Behavioral and Health Care Resources

Potential Hiring Range:

• Annual Salary Range: $58,000 - $68,640
• Salary offered is dependent on qualifications, experience, and geographical location.

Millennium Health is an Equal Opportunity/Affirmative Action Employer and E-Verify participant. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.

California Employee Privacy Notice - Millennium Health LLC

https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm