Customer Service, Production Supervisor

Why Millennium Health?
Millennium Health LLC is an accredited specialty laboratory with more than a decade of experience in medication monitoring and drug testing services, helping clinicians monitor the use and misuse of prescription medications and illicit drugs. The testing is used by healthcare professionals to obtain objective information about patients’ recent use of prescription medications and/or illicit drugs and helps monitor the effectiveness of treatment plans. Everyone that joins our team is key to our ability to support the clinicians and patients.

General Summary
The Customer Service, Program Supervisor, will spearhead administrative operations of the department, constantly seeking avenues for process improvements. Their oversight will optimize documentation accuracy and ensure strict adherence to compliance protocols. By standardizing training and elevating service quality, they will uphold a consistent standard of excellence across the department. Working collaboratively with all members of Customer Service Leadership, they will drive the team towards exceeding expectations while upholding equitable quality standards.

Essential Functions
The following are intended to be examples of the accountabilities for which the person in this position is responsible.  This position is not intended to be complete or all-inclusive and does not preclude management from assigning other or related functions for which the individual has demonstrated competency through performance.

• Supervise administrative staff to ensure high level of job performance. Provide feedback and encourage career development via regularly scheduled 1x1 meetings. Effectively and proactively address performance concerns. 
• Prepare Daily Message for posting to communicate team announcements and reminders of department policies and procedures.
• Develop and refine Standard Operating Procedures (SOPs) to streamline departmental processes.
• Craft comprehensive knowledge-based materials to ensure consistent and effective training
• Oversee the design, implementation, and evaluation of training programs
• Coordinate with subject matter experts to ensure training materials are up-to-date and relevant.
• Generate Customer Service complaint reports in preparation for monthly and annual cross-functional quality assurance (QA) meetings.
• Analyze QA data to pinpoint trends and develop strategies for enhancing service quality.
• Work with Data Analysis and Review team to manage both internal and external notification and the subsequent release of corrected reports.
• Conduct level-load analysis to ensure equitable distribution of workload among team members.
• Align territories to optimize efficiency and resource utilization.
• Identify and propose opportunities for process improvement.
• Take ownership of projects assigned by management, ensuring timely and successful completion.
• Ensure adherence to all HIPAA, Confidentiality and Compliance policies, procedures, and standards.
• Work on queue on a regular basis to ensure connection to the team.
• Regular and reliable attendance.

Requirements

Education

• Associate degree or equivalent experience required
• Bachelor’s degree preferred

Experience

• Minimum of 5 years relevant experience. Healthcare/biotech and/or customer service setting highly preferred.
• Previous experience using a CRM solution and/or database require

Skills

• Ability to think strategically and lead effective teams
• Strong knowledge of contact centers and business solutions
• Strong communication skills, both verbal and written
• Ability to work cross functionally and interact with multiple levels of the organization
• Knowledge of customer needs and service trends in the industry
• Knowledge of six sigma principles
• Ability to work independently with strong decision making and problem-solving skills
• Knowledge of policy and procedure writing
• Advanced troubleshooting and multi-tasking skills
• Advanced data analytics skills
• Proficient in MS Office application (Excel, Word, PowerPoint, Outlook)
• Must be flexible and adaptable within a changing, fast paced environment

Physical & Mental Requirements

• Physical: Primary functions require sufficient physical ability to work in an office setting and operate office equipment. Continuous sitting and upward and downward flexion of neck; fine finger dexterity; fast paced data entry with finger pressure to manipulate keyboard. Have the ability to speak and listen to customers on fast-paced phone calls.

• Mental: The employee is expected to read, understand, and retain SOPs. Be able to convert SOP instructions into work-related tasks. Use judgment when there is a deviation and effectively communicate any discrepancy to their Manager.

Benefits

• Medical, Dental, Vision, Disability Insurance 
• 401k with Company Match  
• Paid Time off and Holidays 
• Tuition Assistance 
• Behavioral and Health Care Resources 

Potential Hiring Range:

• Annual Salary Range:  $58,000 – $68,640
• Salary offered is dependent on qualifications, experience, and geographical location.

Millennium Health is an Equal Opportunity/Affirmative Action Employer and E-Verify participant. All qualified applicants will receive consideration for employment without regard to race, color, creed, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.

California Employee Privacy Notice - Millennium Health LLC

https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm