Supervisor-Member Services

SUPERVISOR - MEMBER SERVICES Level: Supervisor Reporting Line: Asst. Manager - Member Services/ Manager - Member Services

Customer Type: Maxicare Members

Position Accountability Statement The Inhouse Representative is responsible for handling inbound calls from customers, particularly those related to concerns or appointment scheduling at our Primary Care Clinic. This role requires providing exceptional customer service, addressing inquiries or issues promptly and efficiently, and ensuring alignment with the organization’s service standards and goals.

Broad Responsibility Highlights Customer Service:

• Assisting to book an appointment in our PCC
• Providing assistance in follow up in their laboratory result.
• Handles inbound calls from customers, addressing inquiries, complaints, and requests in a professional manner.
• Provides accurate information regarding products, services, policies, and procedures.
• Escalates complex issues to the appropriate department or supervisor when necessary.

Call Management

• Manages call volume efficiently, ensuring timely responses to customer inquiries.
• Follows standard operating procedures for call handling and documentation.
• Logs and updates customer interactions in the system as required.
• Adheres to call scripts and processes to maintain consistency and quality.

Performance Monitoring

• Meets or exceeds individual performance targets, including average handle time (AHT), call resolution rates, and customer satisfaction scores (CSAT).
• Receives regular feedback and coaching to improve performance and customer service skills.
• Utilizes key performance indicators (KPIs) to track and monitor performance.

Problem Resolution

• Provides timely and effective resolutions for customer concerns or issues.
• Identifies customer needs and offers suitable solutions to enhance satisfaction.
• Demonstrates active listening and empathy when handling customer complaints or challenging situations.

Communication

• Communicates clearly and professionally with customers, colleagues, and supervisors.
• Escalates issues to higher management or departments when necessary for further assistance.
• Maintains effective communication and collaboration with team members and leadership.

Adherence To Policies

• Ensures compliance with company policies, procedures, and quality standards.
• Follows data protection guidelines to safeguard customer information.
• Maintains knowledge of the latest updates on services, products, and procedures.

Reporting And Documentation

• Accurately records and documents customer interactions, including complaints, inquiries, and resolutions.
• Submits daily/weekly performance reports, including call logs and customer feedback.

Team Collaboration

• Collaborates with team members and other departments to ensure smooth operations and customer service delivery.
• Participates in team meetings and shares insights to improve team performance.

Motivation And Morale

• Contributes to a positive and energetic work environment by maintaining a professional attitude.
• Actively engages in team-building activities and supports a cooperative team dynamic.

Desired Skills And Competencies

• Customer-Centric Approach
• Effective Communication Skills
• Problem Solving
• Time Management
• Attention to Detail
• Patience and Empathy