Supervisor, Provider Support

US-WI-Madison
Req No.
2017-2030
Category
Customer Support
Type
Regular Full-Time

Summary of Major Responsibilities

The Provider Support Supervisor manages the Provider Support Team.  This position supports the Exact Sciences Sales Teams, Healthcare Providers and internal customers throughout the organization, providing World Class Service.  This position works cross functionally with sales leadership and Exact Sciences Laboratories leadership within the Customer Care Center. This position is also responsible for managing specialty client servicing and overall performance of established goals for the team. The Provider Support Supervisor will follow all laboratory and customer care center procedures and policies and maintain accurate data reporting practices.  

Essential Duties and Responsibilities

  • Supervises a team of associates or specialists ensuring the effective and efficient completion of job duties/responsibilities.
  • Develops the customer service skills and professional skills of team members helping to increase their value-add to the team and organization.
  • Responsible for maintaining TAT and metrics for team
  • Provides reporting and visibility to overall performance of team
  • Manages distribution of team assignments as point of contact for specialty clients
  • Participates in leadership meetings
  • Ensures team follow up on new provider orders and provide support as needed
  • Supports new hire Onboarding as needed
  • Investigates and resolves issues related to provider orders or servicing for the sales team, providers or other internal customers
  • Resolves escalated customer complaints, identifies and escalates high priority issues to leadership
  • Supervises team effectiveness to identify process improvements and document new procedures for growth
  • Provides support to National Accounts
  • Places outbound calls as necessary
  • Responds to voicemail and email inquiries as necessary
  • Responsible for maintaining current knowledge of changes to sales policies, organizational structure and territory assignments, as well as communications on sales strategy and initiatives
  • Conducts all assigned job duties in a timely and productive manner
  • Reports to work on time and follows attendance guidelines and schedule adherence practices
  • Cross functionally works to triage issues for appropriate resolution
  • Supports the Clinical Study team for order entry, issue resolution and process improvement
  • Support for provider issues
  • Other duties as assigned

Qualifications

Mandatory Skills & Qualifications:

  • Excellent verbal and written English communication skills
  • Ability to accurately follow written and verbal instructions
  • Ability to type 35/wpm
  • Excellent problem solving abilities
  • Strong organizational skills
  • Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling
  • Possess a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with peers at all levels of the organization
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly
  • Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner

Necessary Education & Experience:

  • Bachelor’s degree or relevant college course work and business experience combined
  • Four or more years of customer service experience in the healthcare industry or 1-2 years of account management, sales or sales support experience in healthcare or Exact Sciences or Cologuard product knowledge and experience with several of the Essential Duties and Responsibilities for this role.
  • Demonstrated experience working in a sales or customer service environment specialized in providing an exceptional customer experience
  • Demonstrated leadership in a formal or informal capacity serving on a project or in a team capacity.
  • Demonstrated experience working in a sales or customer service environment specialized in providing an exceptional customer experience

Desired Characteristics:

  • Knowledge of contact center technology
  • Demonstrated strong attention to detail and focus on quality output
  • Demonstrated knowledge of customer service principles and practices

Physical Requirements & Working Conditions:

  • Ability to listen and speak on the telephone and write simultaneously
  • Ability to operate telephone system and computer keyboard and printer
  • Ability to lift and move 20-40 pounds on an occasional basis (up to 25% of time)
  • Ability to stand, walk, bend and reach on a regular basis (standing ~50% of time; sitting ~50% of time)  
  • Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height

Exact Sciences is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. The Company’s affirmative action program is available to any applicant or employee for inspection upon request. 

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