We are currently seeking a Customer Service Supervisor. This is a non-clinical role. The Customer Service Supervisor leads the customer service team consisting of representatives focused on ensuring Accredo patients requiring home nursing support are scheduled appropriately and receive all necessary documentation prior to the first visit to initiate care. Provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. Responsible for monitoring work, scheduling productivity and accuracy. This is the first line supervisor of the administrative nursing scheduling staff. Typically responsible for a large number of direct reports in a process or transactional operations environment. Coordinates schedules and workflow for the team. Focuses on team completion of assignments and routines. Ensures the orientation and training of employees. Able to ensure all visits are scheduled and completed.
*Candidate must work EST business hours*
RESPONSIBILTIES:
- Lead Customer Service team within nursing department consisting of experienced administrative, operative, and or technical roles.
- Supervise the daily activities of a group of representatives who respond to/research customer/member inquiries and issues.
- Provide direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs.
- Monitor metrics, scheduling productivity and completeness according to department standards.
- Responsible for a large number of direct reports in a process or transactional operations environment.
- Coordinate schedules and workflow for the team.
- Focus on team completion of assignments and routines.
- Ensure the hiring, orientation, training, coaching, and performance of employees.
- Handle escalations from patients and nursing team as needed and appropriate.
QUALIFICATIONS:
- HS Diploma or GED required. Bachelor’s degree preferred.
- 3+ years of leadership experience.
- Ability to manage a virtual team.
- 2+ years coaching and developing a team.
- Change management experience.
- MS Office. Strong experience in Excel.
- Ability to work in a fast-paced environment.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
