Manager, Customer Service Specialist

Alternate Solutions Health Network Columbia, MO

About the Job

Agency:

Alternate Solutions Health Network

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.                                                                 

Schedule:
Monday - Friday from 8:15 am - 5:00 pm
(Department is 7 Days/Week.  Normal Schedule M-F occasional weekend support might be needed.)

HOW YOU'LL MAKE A DIFFERENCE:

At Alternate Solutions Health Network (ASHN), we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home. 

As the Manager, Customer Service, the work you do every day makes a difference in the lives of our patients by ensuring our Customer Service team creates a positive experience for our patients and guests on the phone and in the building. 

WHAT WE OFFER:
We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

HOW YOU'LL WORK:
You’ll ensure a service-oriented and professional working environment by overseeing the performance and results of the Customer Service Specialists. Ensures daily operations run smoothly and all calls are handled professionally, effectively and accurately. Provides appropriate training and development.

MAJOR AREAS OF RESPONSIBILITY: 

  • Operations: Manage and drive daily operations/processes of Call Center and Customer Service Specialists. Oversee daily operations of mail center to assure smooth and efficient results.

  • Productivity: Monitor and Manage employee productivity to achieve accountabilities.

  • Customer Service: Handle escalated calls, complaints, questions and queries as necessary. Monitor calls to ensure level of expected quality and service.

  • Key Performance Metrics: Monitor and maintain work volume statistics/metrics and handle all reporting and tracking. Track and report daily performance/results.

  • Leadership: Oversee the hiring, performance and development of the call center and reception team.  

HARD & SOFT SKILLS:

  • Strong communication and relational skills with the ability to work with a wide range of audiences.

  • Strong leadership with the ability to motivate the team.

  • Experience with developing and managing to metrics.

  • Strong analytical and problem-solving skills, with an ability to handle multiple priorities.

  • Computer skills to include Word, PowerPoint, Excel, and Outlook.

  • Proven ability to prioritize, multi-task and adapt to a fast-paced team environment.

  • Attention to detail is critical, as is being observant and following directions.

  • Problem solving and create solutions to drive to a course of action.

 
REQUIREMENTS:

  • Bachelor’s Degree or equivalent experience. 

  • Minimum of 3 years Management experience of a call center managing a team of 10+ employees.

  • 3 + years’ experience with inbound and outbound customer service call center or web center/utility company/catalog order center or other related industry.

  • 1-year training experience of customer service and handling calls.

  • Capable of all physical demands.

We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

We’ll help you put your passion for patient care to work.  Apply today!

We are an Equal Opportunity Employer.