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AnewHealth is a national medication management and pharmacy care provider committed to delivering transformative pharmacy solutions that elevate care and enhanc
Supervisor, Onboarding
Location
United States
Posted
9 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Supervisor, Onboarding
AnewHealth
Role Description The Supervisor, Onboarding leverages their expertise in guiding people and onboarding processes to ensure exceptional service delivery and adherence to organizational standards. This role focuses on overseeing the conducting of accurate performance audits, facilitating team calibrations, and providing coaching to drive continuous improvement. By serving as a subject matter expert and collaborating across teams, the Supervisor will maintain operational excellence, support workforce oversight, and enhance new patient referral experiences through effective communication and leadership. The Supervisor will demonstrate their ability to drive results and achieve a consistent standard of work from the Onboarding team. Responsibilities - Supervise the day-to-day operations of our Onboarding call center with accountability to key performance indicators such as service and quality. - Collaborate and provide consultation within and across teams to ensure that quality standards are met and work with leadership to enforce Quality program guidelines regarding failure to meet quality standards. - Ensure the right amount of calibrations and audits are completed based on set standards for interaction type. - Provide input and status updates regarding Quality processes and results on a regular basis. - Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors and processes while providing coaching to team members. - Demonstrate a positive work environment and the ability to resolve issues. - Showcase the capacity to effectively multi-task and delegate assignments based on department workload. - Ability to prepare, monitor, and follow up with workflows, scheduling, and other activities. - Demonstrate superior written and verbal skills to collaborate with internal partners. - Execute continuous improvement initiatives. - Ability to lead teams through a fast-paced and evolving environment. - Other leadership duties assigned. Qualifications - Associate’s degree in a related field, or equivalent experience to justify an exception. - 1+ years of experience managing, leading, mentoring, and training teams of frontline employees and people leaders. - Previous outbound/inbound call center or scheduling experience, including cold calling. - Proven track record of leading teams in a fast-paced entrepreneurial environment and agile to change and ambiguity. - Strong analytical skills. - Excellent oral and written communication; able to present findings to different staff levels. - Strong facilitation skills, including knowledge of program-specific material to train and answer questions regarding products and procedures, as well as basic knowledge of adult learning needs and strategies. - Experience monitoring calls for customer service quality i.e. quality concepts, terminology, and objectives. - Ability to provide targeted and actionable feedback; skilled in managing to metrics and objectives. - Ability to self-manage time and prioritize multiple competing projects while maintaining keen attention to detail. - Solution-oriented; enterprising thinking. Requirements - This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. - Must be able to commute to multiple site locations within assigned territory. - May be necessary to work extended hours as needed. Schedule - This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. - Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Supervisory - Yes - This is a remote position. Benefits - Medical/dental/vision coverage. - Flexible spending. - Company-paid life insurance and short-term disability. - Voluntary benefits. - 401(k). - Paid Time Off and paid holidays. - Medical, dental, and vision coverage are effective 1st of the month following date of hire.
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