Job Information
Kansas Employer Customer Service Supervisor - Health in Wichita, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12849681
The Customer Service Supervisor helps support the mission of the Health Department by facilitating a positive client experience by ensuring the operations of the Customer Service Associates (CSA), Medical Records Specialist (MSS), and Medical Call Center Specialist are smooth and efficient. This position is responsible in ensuring that clients are provided equal access to medical care and records through planning, directing, and evaluating the efficiency of facilities and programs used in the Preventive Health Division. Employee will provide support during public health emergencies (Activation Level 1).
Personnel Management
- Participate in interviews, hiring processes, and new hire orientation
- Ensure staff receive initial and ongoing training on customer service policies, procedures, updates, and best practices
- Plan, schedule, and assign work to staff, establish priorities
- Supervise and evaluate staff work performance through observations, audits, and clinical feedback
- Meet with staff regularly individually and as a team to discuss goals, provide coaching and feedback
- Manage staff schedules, including leave requests and E-timesheet
- Handles discipline and termination of employees as needed and in accordance with County policy and procedure
Program Support
- Collaborate with PHD programs to ensure efficient client services, identify problems, develop solutions
- Evaluate effectiveness of programs through customer satisfaction surveys, audits,
- Coordinate workflows and updates to practices, policies, and procedures with PHD programs
- Maintain standard operating guidelines manual and update as needed
- Collaborate with clinic providers to identify opportunities for improvement of processes and procedures for increased customer service and satisfaction
Operations Support
- Supervise and provide back-up support to customer service staff, including administrative assistant, medical records, and medical call taker positions
- Collaborate and direct staff regarding record retention and storage, client HIPAA and confidentiality processes
- Monitor and review calls or other forms of communication between clients and the facility; receive, investigate, document and resolve client inquiries/complaints
- Review Daily Cash Summary, authenticate receipt of client payments through cash, credit card, or by telephone, prepare daily Cash Drop Reports
- Ensure adequate on hand cash/change for daily operations by obtaining needed moneys from bank
- Monitor Customer Service budget, expenses, and supplies