Supervisor, Customer Support at AMN Healthcare in Irving, Texas

Posted in Other 17 days ago.

Job Description:

Job Description

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.

Job Tasks:

  • 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

Minimum Education/Certifications:

  • Bachelor's Degree

Minimum Experience:

  • 3 to 5 years experience in a fast-paced, external-facing customer service environment

  • 1 to 3 years direct management experience

Respect*Passion*Continuous Improvement*Trust*Customer Focus*Innovation

AMN Healthcare is an EEO/AA/Disability/Protected Veteran Employer

We encourage minority and female applicants to apply

We value professionalism in everything we do - this includes the professional presence we project as we interact with internal and external customers.