Client Relations Supervisor

at  Birdsong Hearing Benefits

OVERVIEW:

The Client Relations Supervisor has overall accountability for Client Relations. This role is essential to ensure the highest quality of provider and customer service and support. This role will manage the daily workflow and oversee team members who serve our customers by being the primary contact for information and resolving any emerging problems. This role reports to the Sr. Operations Manager for YHN.
As a Client Relations Supervisor for Your Hearing Network, this role plays a crucial part in ensuring our members and providers receive quality customer support. Key functions of this role will include customer support, call queue management, and team management. This position focuses on maintaining a high standard of customer service for both our members and providers. The Client Relations Supervisor will maintain established KPI’s, distribute team assignments, coach and train team members, and maintain SOP’s.
Key responsibilities include maintaining reporting, call QA to maintain customer satisfaction, case management, and team management. This role requires strong communication and leadership skills, along with experience in the healthcare or hearing care industry.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

Requirements and Must-Have Criteria

• Minimum 5-7 years-experience in customer service, billing, and/or collection experience with at least 2 years in a lead or supervisory position
• Ability to coach and mentor team members
• Must have a strong customer-focused attitude and manage all customer relationships with a high degree of commitment.
• Strong telephone presentation and written communication skills.

Other Personal Characteristics and Experience

• Demonstrate an entrepreneurial spirit, understanding start-up requirements, managing change well, and being flexible to environment.
• Willingness to go above and beyond daily to achieve best-in-class results.
• Ability to work with highly detailed, complex, and emotionally sensitive information.
• Ability to maintain a high degree of discretion, confidentiality, protection, and integrity.
• Ability to prioritize and complete multiple complex work assignments.
• Ability to work independently.
• Excellent written and verbal communication skills.
• Ability to provide constructive feedback in a clear, concise, and respectful manner.
• Demonstrate ability to meet deadlines.
• Basic knowledge of data analysis, statistics, data integrity, and analytics with initiative and ability to further develop skills.

EDUCATION

• High School Degree or GED required; Associates or Bachelor’s degree preferred