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Customer Service Supervisor - Dedicated Service Unit

Company: Versant Health
Location: Latham
Posted on: May 16, 2022

Job Description:

Job Description SEE how you can make a difference Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision. Versant Health provides vision care to 37 million members nationwide To ensure your continued success we provide opportunities for advancement and development. Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family. Scope and Purpose of Position The DSU Supervisor provides support for the Dedicated Service Units for client specific accounts ensuring the level of customer service provided is of excellent quality and exceeds client expectations. Essential Functions -- Supervise the DSU team to include selection, training/development, coaching, counseling and performance management -- Ensure personal superior knowledge of the benefits program for the Dedicated Clients -- Facilitate GOLD Service Standards in Customer Service for the client -- Proficient in conflict resolution and mediation skills -- Maintain attendance records and review time cards to submit to payroll -- Quality review email responses if appropriate and ensure Performance Guarantees (PG---s) are met -- Provide reporting for PG---s and ensure items are accurate and ensure all PG---s are met, if appropriate -- Complete daily and monthly checklist ensuring all items are complete and accurate -- Complete set up for new associates (supplies, Facility Access Requests) -- Provide 30//90 performance review for new associates, and yearly performance review for existing associates -- Ensure motivation and incentive programs for associates are being practiced -- Determine and provide for the educational needs of the team associates, coordinating with quality & Training and other departments as needed -- Maintain Critical Incident Log (CIL) for each team associate for KPI---s and provide verbal/written warnings when necessary -- Work with various project teams as required Education & Experience -- Bachelor's degree in related field or equivalent combination of experience and education -- Minimum Three (3) years of related experience -- Proficency in Microsoft Office Competencies -- Leadership -- Business acumen -- Communication -- Critical evaluation/thinking -- Ethical practice -- Relationship management -- Accuracy -- Time Management -- Prioritization/organization HIPAA & Security Requirements All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company---s Privacy & Security Training Program We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process. We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law. This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination Company Description Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care marketplace. Our mission is very real to our members: we help them enjoy the wonders of sight through healthy eyes and vision. What you do as a Versant Health Associate matters. 37 million Americans count on us to provide access to annual eye exams and corrective eyewear. We are here to change the face of vision care, and together we will make this happen.

Keywords: Versant Health, Albany , Customer Service Supervisor - Dedicated Service Unit, Hospitality & Tourism , Latham, New York

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