**Rewritten Job Title:**

Experienced Customer Service Operations Supervisor – Remote Patient Support Program Management **Rewritten Job Description:**

Join blithequark's Customer Service Team as an Experienced Customer Service Operations Supervisor

At blithequark, we are committed to delivering exceptional patient support programs that make a meaningful difference in people's lives. Our Customer Service team is a vital part of this mission, and we are seeking an experienced Customer Service Operations Supervisor to lead our patient access support contact center team. As a key member of our team, you will be responsible for overseeing daily operations, coaching, and mentoring staff, and driving process improvements to ensure high-quality customer service and long-term retention of customers.

About blithequark

blithequark is a leading healthcare company dedicated to improving patient outcomes and enhancing the overall healthcare experience. Our patient support programs are designed to provide personalized support to patients, caregivers, and healthcare providers, helping them navigate the complexities of healthcare. We are committed to innovation, inclusivity, and excellence in everything we do.

Key Responsibilities

• Lead a team of up to 15 staff members in a 100% remote setting, providing daily support and ensuring team members can perform their job responsibilities.
• Coach, teach, train, and mentor team members to develop their skills and knowledge, and to drive process improvements.
• Create and maintain Standard Operating Procedures and work instructions specific to the program.
• Coordinate and deliver recurring reviews of program metrics and dashboards, and proactively share results with internal and external senior leaders.
• Assess, test, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules.
• Manage employee timecards and perform standard HR responsibilities as a people leader.
• Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
• Coordinate with senior leadership and the Advice and Counsel Center to determine appropriate corrective action, including termination when applicable.
• Continually monitor program adherence, quality, attendance, and address accordingly.
• Report Corrective and Preventative Actions in a timely manner.
• Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program-related issues.
• Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.
• Effectively manage time and independently prioritize work responsibilities to meet key deadlines.
• Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
• Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
• Proactively seek and implement process efficiencies to reduce team manual work.
• Host recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
• Work well independently and in a team setting by collaborating across different departments.
• Travel may be needed to perform duties up to 25%.

Qualifications

We are seeking a highly motivated and experienced Customer Service Operations Supervisor to join our team. The ideal candidate will have:

• Bachelor's degree or equivalent work experience.
• 3-5 years of experience in a related field of patient support programs.
• Previous management experience.
• Strong communication, presentation, and time management skills.
• Commitment to the continued development of oneself and team members.
• Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.

What We Offer

As a Customer Service Operations Supervisor at blithequark, you will enjoy a competitive salary range of $65,500 - $93,550, as well as a range of benefits and programs to support your health and well-being, including:

• Medical, dental, and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before payday with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.

Work Environment and Culture

As a remote employee, you will work from a dedicated, quiet, private, distraction-free environment with access to high-speed internet. We will provide you with the computer, technology, and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet with the following requirements:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location.
• Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
• Download speed of 15Mbps (megabyte per second).
• Upload speed of 5Mbps (megabyte per second).
• Ping Rate Maximum of 30ms (milliseconds).
• Hardwired to the router.
• Surge protector with Network Line Protection for CAH issued equipment.

How to Apply

If you are a motivated and experienced Customer Service Operations Supervisor looking for a new challenge, please submit your application as soon as possible. We encourage candidates who are back-to-work, people with disabilities, without a college degree, and Veterans to apply.

blithequark is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.

Apply now and join our team at blithequark!

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