Supervisor, Patient Experience Center

Supervisor, Patient Experience Center

Mercalis fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that eliminate barriers for patients and increase patient access to life altering medications.

The Supervisor, Patient Experience Center is responsible for leading an assigned team of agents and / or Team Leads. The Supervisor's effectiveness is determined by the success of their direct reports' overall performance. As a part of the leadership team, the Supervisor is expected to manage in accordance with all Mercalis policies and procedures and display professionalism at all times.

Responsibilities

• Responsible for coaching and developing a team of Patient Experience Specialists in all areas of performance including, but not limited to metrics and behaviors related to the patient experience
• Listen to individual calls on an established cadence and when requested by stakeholders; provide ongoing feedback / coaching to direct and indirect reports
• Communicate policy updates and company information through team meetings, one-on-one development sessions, and training
• Document all feedback meetings and coaching & development sessions in appropriate database in a timely manner
• Write and conduct performance evaluations and reviews
• Ensure team completes all compliance training by established deadline and provide refresher instruction to team on a quarterly basis to ensure they can follow the correct process for reporting AE or other Client-required compliance information
• Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events)
• On-time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
• Collaborate with direct Manager to determine issues impacting staffing and prepare resolutions to ensure call volume is adequately supported and service levels are met
• Collaborate with cross-functional support groups including QAQC, Training, WFM, internal / external HUBS, and Client Services to manage day-to-day operations
• Responsible for reviewing, validating, and approving timesheets for direct reports
• Manage call escalations as needed
• Ensure all SOPs and program guidelines are followed with consistency
• Ensures that daily goals are met by reviewing and analyzing real-time and historical data regarding productivity and quality of performance for the team
• Provide recommendations for process improvements and assists with the implementation of these as needed
• Utilize Mercalis' leadership competencies as the driving force behind the team's success
• Conducts miscellaneous tasks or projects as assigned

Qualifications

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