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Customer Experience Supervisor

Customer Experience Supervisor

TDC GroupEast Lansing, MI , US
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Are you passionate about owning the delivery of best-in-class customer service?

As the nation's largest physician-owned medical malpractice insurer, The Doctors Company has always been guided by our Mission : To advance, protect, and reward the practice of good medicine.

The Doctors Company Member Support Team is looking for an energetic, dynamic Customer Experience Supervisor to lead our customer-facing teams. This is a telecommuter opportunity for a candidate in the Eastern Time Zone.

Position Mission

Reporting to the Sr. Director, Member Support, the Customer Experience Supervisor will be the first-line leadership support for the organization’s Member Advocates.

Qualifications

  • Bachelors' degree in Business, Management, related field or equivalent combination of education and experience
  • Excellent customer service skills.
  • Excellent communication skills : verbal, face-to-face, and written
  • Hands-on knowledge of call-center and / or insurance policy or invoice processing and related administrative tasks required. Knowledge of insurance underwriting and premium accounting principles strongly preferred.
  • Demonstrates leadership skills in organizing and prioritizing multiple responsibilities in a fast-paced and changing team environment.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Responsibilities

People Development & Management (Deployment)

  • Determines training needs for current and future practices and identifies and establishes training resources
  • Coaches and mentors staff to ensure desired results and individual development
  • Monitors the performance of direct reports, provides regular performance feedback to direct reports and sets expectations.
  • Devotes adequate time to personal development.
  • Reviews key performance metrics / audit results to ensure compliance
  • Participates in the recruitment of new Member Support team members

    • Internal / External Customer Collaboration & Support

  • Seeks opportunities to advance collaboration with our internal / external customers
  • Develops an understanding of the business environment of our internal / external customers
  • Ensures mutual success when working with internal partners and members
  • Networks with peers across departmental lines to improve service, support, and retention of our members
  • Maintains effective working relationships with partner departments, internal customers and external vendors

    • Policy / Procedures Development & Compliance

  • Complies with all established policies and procedures
  • Identifies potential areas for improvement & service enhancements and makes recommendations to management
  • Actively remedies compliance issues as identified by management
  • Supports quality assurance monitoring

    • Production Monitoring, Reporting, and Management

  • Provides real-time guidance to team members on work product questions and issues with the support of the management team
  • Reviews monthly production and quality assurance performance metrics to ensure compliance with policies and procedures
  • Reports to management team any concern, complaint, or any circumstance requiring escalation

    • Other Duties as Assigned

  • Performs other assignments as requested and directed

    • Under TDC Group's COVID-19 Workplace Safety Policy, all vaccinated employees, including those temporarily working from home or designated as full-time telecommuters, will be required to show visual proof of vaccination. Employees who are not vaccinated, do not provide proof of vaccination, or have an approved exemption must submit a weekly negative COVID test starting the first shift working on or after December 6, 2021. If your position requires that you be vaccinated, for example working in medical environments that require immunization, weekly testing is not an option. Upon hire into a TDC Group position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost.

    About The Doctors Company

    The Doctors Company is the nation’s largest physician-owned medical malpractice insurer. Founded and led by physicians, we are committed to advancing, protecting, and rewarding the practice of good medicine.

    The Doctors Company is proud to be .

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    Customer Experience Supervisor • East Lansing, MI , US