The Supervisor, Customer Supportleads, develops, and oversees daily team operations in support of the Customer Support department strategy by coaching individual performance, creating an inspired team dynamic to execute production targets and implementing department strategic initiatives, in alignment with Customer Support Services and business line leadership - in order to grow team performance ultimately impacting cash levels, days sales outstanding (DSO) and profitability.
Balance workload requirements within team and address urgent, short term increases in production volume Reviews and approves manual payments and earnings overpayment
Develop and implement standards, procedures and controls within team processes to improve data entry efficiency, accuracy and performance.
Create reports that record and track performance metrics in order to interpret trends over time and take action.
Manage team escalations by leveraging handling and demonstrates good business judgment
Develop and enforce Service Level Agreements (SLAs) between Customer Support and relevant business and corporate partners by educating and informing of processes and deadlines, holding them accountable on areas that impact clinicians and physicians loyalty in order to meet service delivery and expectation to customer.
Monitor compliance with AMN's Sarbanes Oxley (SOX), legal, tax and financial policies and procedures by ensuring necessary reviews and approvals take place.
Assess team member data by reviewing relevant systems in order to provide direction and guidance for prompt resolution of potential inaccuracy or delays.
Lead response for compliance audits by generating reports, centralizing records and compiling documentation in order to streamline audit-oriented activities (e.g. Sarbanes-Oxley, Joint Commission).
Education, Certifications & Experience
3 to 5 years experience in a fast-paced, external-facing customer service environment