Supervisor Consumer Information Services - Marketing-Consumer Info Services - Re

Hours :
Shift Start Time:
8 AM Shift End Time:
6 PM AWS Hours Requirement:
8/40 - 8 Hour Shift Additional Shift Information:
Weekend Requirements:
As Needed On-Call Required:
No Hourly Pay Range (Minimum - Midpoint - Maximum):
$36.830 - $47.530 - $53.230
The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
Supervises the daily operations of Consumer Information Services/82SHARP, including technology operations and staffing. Assures customer service to callers is outstanding, consistent, and meets or exceeds service levels through various methods, including: monitoring and analysis of telephony metrics, call coaching and digital call monitoring, and metric-driven processes to achieve departmental goals such as appointments-made measures. Supports manager in ongoing quality assurance, process improvement, and staff development. Leads the ongoing mission of delivering the Sharp Experience over the phone from one of the front door touch points of the organization.

Required Qualifications

- Bachelor's Degree

- Experience in customer service, quality assurance, process improvement, team activities, and project coordination and implementation

- Experience in a dynamic call center environment

- Experience with MS Office programs, including spreadsheet functions, and SQL-based call center software

- Experience with call center software.

Other Qualification Requirements
- Related field (or equivalent work experience) - Required

Essential Functions

- Customer service
Triages escalated calls from customers or program managers, works with staff members to remedy situation, and provides appropriate feedback to staff and re-direction if necessary.
Implements service improvement initiatives as established by Sharp and departmental leadership.
Oversees physician profile update process, working with program managers, physician office staff members and physicians to ensure timely, accurate updates to profiles.
Improves the physician survey process where applicable. Identifies improvements to the data collection process.
Ensures uninterrupted service to callers through handling technology downtimes or interruptions. Works with IT to resolve issues expediently.
Ensure accuracy of rosters and communication produced from the department. Identifies trouble areas, works with program managers and department manager to resolve, follow up, and provides training or corrective feedback to staff member.
Supervises inbound calls, emails, chats, and social media interactions from the community and Sharp HealthCare staff, supporting classes and events, laboratory services, Sharp Mesa Vista, Sharp app support, Total Joint Program support, physician referrals, MyChart portal support and troubleshooting, and other program and service inquiries.
Supervises pharmacy-related service duties in compliance with applicable regulations and organizational policies, including support for prescription access, medication refill coordination, customer service for pharmacy-related inquiries, and coordination with pharmacists and healthcare teams to support efficient operations and patient care.
Performs quality assurance for all agents by listening to and scoring phone calls and monitoring emails and chats for compliance with departmental standards, accuracy, customer service, and quality expectations.

- Department operations
Monitors phone system performance, service levels, queue activity, and operational trends to ensure efficient department operations and appropriate staffing coverage.
Coordinates operational workflows for calls, emails, chats, social media interactions, pharmacy su