Supervisor, Consumer Information Services

Job not on LinkedIn

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $36 - $53 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sharp HealthCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1946

🏥 Healthcare

🧘 Wellness

Healthcare • Nursing • Wellness

Sharp HealthCare is a healthcare organization dedicated to providing high-quality medical services to patients and families. With a commitment to innovation, safety, and excellence, Sharp HealthCare offers a range of career opportunities in nursing, clinical support, administration, and various medical specialties. The organization emphasizes a collaborative work environment and is recognized for its nursing excellence, aiming to advance the science of medicine alongside compassionate patient care.

📋 Description

• Supervise daily operations of Consumer Information Services/82SHARP, including technology operations and staffing • Assure outstanding, consistent customer service and meet or exceed service levels • Monitor and analyze telephony metrics, coach calls, and use digital call monitoring and metric-driven processes • Support quality assurance, process improvement, and staff development • Triage escalated customer and program-manager calls and provide staff feedback • Implement service improvement initiatives • Oversee physician profile updates and improve physician survey and data collection processes • Handle technology downtimes and coordinate with IT to resolve issues • Ensure accuracy of rosters, communications, departmental resources, physician data, and customer-facing materials • Supervise inbound calls, emails, chats, and social media interactions across community and Sharp HealthCare services • Supervise pharmacy-related service duties, prescription access, medication refill coordination, and pharmacy inquiries • Perform quality assurance by scoring calls and monitoring emails and chats • Monitor phone-system performance, service levels, queue activity, operational trends, and staffing coverage • Coordinate workflows for calls, digital channels, pharmacy support, laboratory outreach, and program support • Create, validate, analyze, and distribute reports, dashboards, and data summaries • Document procedures, workflows, report specifications, operational processes, and data projects • Coordinate with IT and operational departments on system issues, software enhancements, and service interruptions • Support new workflows, operational initiatives, programs, and technology updates • Identify workflow improvements and recommend service enhancements • Test and validate software enhancements and fixes; train staff on software releases • Recruit, hire, train, schedule, coach, and supervise Consumer Information Services staff • Manage attendance, staffing coverage, breaks, queue volume, and incoming calls when needed • Review training and documentation and assist with staff meetings and in-service opportunities • Serve as a resource for physician referrals and consumer information services • Perform corrective action and provide performance feedback

🎯 Requirements

• Bachelor's Degree • Experience in customer service, quality assurance, process improvement, team activities, and project coordination and implementation • Experience in a dynamic call center environment • Experience with MS Office programs, including spreadsheet functions, and SQL-based call center software • Experience with call center software • Related field (or equivalent work experience) - Required • Advanced computer and telephone system knowledge • Ability to multi-task and troubleshoot personnel, computer/telephone, and customer service issues in fast-paced environment and make independent decisions • Outstanding interpersonal and customer relations skills • Knowledge of the Sharp HealthCare organization and resources • Advanced use of Office products