Customer Support Supervisor

Pager delivers a “doctor in your family” healthcare experience by making it simple for consumers to connect with the trusted experts they need to make the right healthcare decisions. Through AI-enabled technology, Pager brings consumers, nurses, doctors and other members of the care team together through text, voice and video chat, all in one place. We partner with healthcare organizations to deliver seamless, tech-enabled services and solutions for a consumer experience that leads to better decisions, outcomes and healthier lives. Started in 2014 and based in New York City, Pager is led by seasoned technology and healthcare entrepreneurs to redefine the way that consumers interact with their healthcare.
Pager is looking to hire a Customer Support Supervisor to lead our Help Desk and team of Care Coordinators. This role will inspire and grow a team who search and schedule appointments for patients. This leader will also oversee the day-to-day operations of our Help Desk services. This is a unique opportunity to make your mark on a team and company during an exciting time of growth and expansion. At Pager, you will play a vital part of our mission and success! What each of us do everyday makes a difference to our patients, clients, and our team.

Responsibilities:

• Manage the overall success of the Care Coordinator team who are providing 24/7 support to patients and clients domestically and abroad
• Drive patient and employee satisfaction
• Ensure service excellent over variety of service mediums: chat, phone, and email
• Ensure excellent client experience via both care and help desk support
• Identify areas for improvement for the team and individuals
• Cultivate a productive team experience
• Align direct reports on team goals (daily, weekly, monthly) and provide them with regular visibility into the progress toward those goals; ensure they have the performance feedback/data they need to optimally perform
• Provide daily coaching and supervision through: side-by-sides, retroactive ticket review and team huddles
• Ensure adherence to Pager quality standards and security regulations
• Work with account managers to handle client escalations and vendor issues--providing actionable feedback to drive process and product improvements

Qualifications:

• At least 1 year of relevant management experience: customer service, insurance operations, clinical operations, etc.
• 5 years of experience in customer service, insurance operations, clinical operations, etc.
• Process and operations improvement experience
• Strong understanding of healthcare ecosystem
• Ability to lead and direct a team to meet metrics
• Experience with team building and coaching
• Maintaining staffing levels based on business needs
  

At Pager, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.