Customer Service Supervisor

Job ID 2021-3473

Customer Service Indianapolis, Indiana


Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law. 

The Medscape Customer Service Supervisor is responsible for all aspects of a customer service team members.  A supervisor’s primary function is the ongoing development of Customer Service Representatives including career management, meeting team objectives, coaching and developing customer service representatives, setting team objectives, providing feedback, and assisting with the inbound work load. The balance between team management and inbound work load will vary based on the size of the department.

In this role you will:

  • Serve on the Medscape Customer Service Leadership Team to plan, communicate, own and manage the implementation of the Medscape Support vision, mission, strategy and values.
  • Work with employees to create meaningful goals and objectives to drive Customer Service initiatives, employee learning and success. Check in frequently with employees to ensure goals are on track and that employees are aware of their current performance. Adopt performance rating language (e.g. Poor, Opportunity for Development, Successful, Strong, and Outstanding) during regular one-on-one conversations and operate with a “No Surprises” approach.
  • Manage full time and seasonal customer service representatives. Provide leadership, guidance and feedback associated with employee performance management and development.
  • Maintain a balance of team management and working on inbound work.
  • Manage and resolve escalated complaints and complex issues according to company policies and procedures.
  • Compilation of all client facing and monthly aggregate as well as operational reporting.
  • Direct activities in accordance with organization's policies and objectives.
  • Actively plan staffing requirements through continuous forecasting/budget analysis.
  • Work closely with all other departments to ensure the highest level of customer service to our clients and end-users (includes Project Managers, Product Team, CME Team).
  • Coordinate the development, documentation, implementation, and evaluation of continuous quality improvement policies and procedures.
  • Lead and/or coordinate monthly training and development programs for Customer Service Representatives.
  • Assist in the Quality Assurance process as needed. Complete call and email evaluations using the standardized quality assessment tools.
  • Manage the workflow and priorities of the Customer Service Representatives in order to achieve department Service Levels and Client Performance Guarantees.
  • Perform other, varied job-related duties as assigned.

As a member of Medscape, you may have access to confidential and sensitive information (including Protected Health Information) that will require you to follow additional protocols to ensure the security of our data. As a core requirement, you must implement and act in accordance with the organization’s information security policies; protect assets from unauthorized access, disclosure, modification, destruction or interference; execute security processes or activities; and report security events or potential events or other security risks to the appropriate parties within the organization.


qualifications, skills and experience:

  • High school diploma or GED
  • Ability to work in the Indianapolis Call Center
  • 3 years of experience in customer service related field
  • 1-3 years of experience in direct supervision of a team
  • Strong interpersonal, organizational, verbal and written communication skills.
  • Ability to influence and facilitate change.
  • Demonstrated decision-making and problem-solving ability combined with analytical, quantitative and creative skills.
  • Advanced PC skills.
  • Successful completion of a background check and drug screen is required.


preferred:

  • Bachelor degree in a health related field.
  • Previous WebMD quality assurance or management experience highly preferred.
  • Familiarity with Avaya phone switch and Call Management System software.
  • Familiarity with NCQA policy and procedures.
  • Bi-lingual capability (preferably Spanish/English)