Customer Service Supervisor - HEALTH

Date: Mar 21, 2024

Location: Wichita, KS, US

Company: Sedgwick County

Department:  HEALTH

Pay:  $22.16 per hour.  

Work Schedule: M-W 8am-5:30pm, Th 9:30am-7pm, F 8am-12:30pm/12:30pm-5pm (occasional weekends or evenings)  

 

Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities.  For more detailed information, please visit our benefits page at SCBenefits.

 

The Customer Service Supervisor helps support the mission of the Health Department by facilitating a positive client experience by ensuring the operations of the Customer Service Associates (CSA), Medical Records Specialist (MSS), and Medical Call Center Specialist are smooth and efficient.  This position is responsible in ensuring that clients are provided equal access to medical care and records through planning, directing, and evaluating the efficiency of facilities and programs used in the Preventive Health Division. Employee will provide support during public health emergencies (Activation Level 1).

 

Personnel Management

  • Participate in interviews, hiring processes, and new hire orientation
  • Ensure staff receive initial and ongoing training on customer service policies, procedures, updates, and best practices
  • Plan, schedule, and assign work to staff, establish priorities
  • Supervise and evaluate staff work performance through observations, audits, and clinical feedback
  • Meet with staff regularly individually and as a team to discuss goals, provide coaching and feedback
  • Manage staff schedules, including leave requests and E-timesheet
  • Handles discipline and termination of employees as needed and in accordance with County policy and procedure

 

Program Support

  • Collaborate with PHD programs to ensure efficient client services, identify problems, develop solutions
  • Evaluate effectiveness of programs through customer satisfaction surveys, audits,
  • Coordinate workflows and updates to practices, policies, and procedures with PHD programs
  • Maintain standard operating guidelines manual and update as needed
  • Collaborate with clinic providers to identify opportunities for improvement of processes and procedures for increased customer service and satisfaction

 

Operations Support

  • Supervise and provide back-up support to customer service staff, including administrative assistant, medical records, and medical call taker positions
  • Collaborate and direct staff regarding record retention and storage, client HIPAA and confidentiality processes
  • Monitor and review calls or other forms of communication between clients and the facility; receive, investigate, document and resolve client inquiries/complaints
  • Review Daily Cash Summary, authenticate receipt of client payments through cash, credit card, or by telephone, prepare daily Cash Drop Reports
  • Ensure adequate on hand cash/change for daily operations by obtaining needed moneys from bank
  • Monitor Customer Service budget, expenses, and supplies

 

Minimum Qualifications: Four years of experience in personnel management, budgeting and procurement, or a related field. One year of professional supervisory experience. Up to two years of experience, excluding supervisory experience, may be substituted with education that provides applicable knowledge and skills. Per Sedgwick County Policy, this is a driving level position that requires a valid US driver’s license without restrictions and current proof of automobile insurance. Must complete Federal Emergency Management Administration (FEMA) IS 100, 200, and 700 courses within 30 days of employment.

 

Preferred Qualifications: Bachelor’s degree in Public or Business Administration or a related field.

 

It is the policy of Sedgwick County not to discriminate in its programs or services, including employment, on the basis of race, color, sex, including pregnancy, gender identity and sexual orientation, age, national origin, ancestry or citizenship, marital status, religious or political affiliation, genetic information, disability, status as a member of the uniformed services or any other similarly protected status.

Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to qualified persons with disabilities as defined by the Americans with Disabilities Act. If you wish to volunteer information regarding any special assistance you may need, please contact the Sedgwick County ADA Coordinator at (316) 660-7050, TDD (Kansas Relay at 711 or 800-766-3777). Please do not use this phone number for employment questions. Applicants are contacted only if they are determined to be qualified candidates. 


Nearest Major Market: Wichita

Job Segment: Emergency Management, Call Center Manager, Call Center Supervisor, FEMA, Call Center, Government, Customer Service