Client Services Supervisor Job Opening

About the Role
The primary role of the Client Services Supervisor is to ensure superior service to external and internal clients. S/he supervises and directs the Client Services team in performing service tasks including calls, e-mails, case resolution, research, and supporting the overall day to day needs of our clients as they pertain to accessing Aspenti products and services. This position works as part of the Client Services team and will act as tier 2 for escalations. S/he recognizes client impacting issues and proactively works with the Client Experience Manager on expedient and thorough resolutions. The Client Services Supervisor models best practices in client interactions and provides strong leadership, motivation, and coaching to the Client Coordinators. This position is accountable for measuring, maintaining, and continually improving the quality of service provided to Aspenti Health clients. S/he ensures client service is provided in compliance with health care regulations and organizational policies. The position works in close collaboration with all departments of Aspenti Health and will gather and synthesize data on clients to feed up to multiple key stakeholders.

Core Responsibilities
o Monitor call and case volume and type to discover trends and issues in real time as well as to track events
o Measure and report service quality KPIs, troubleshoot issues affecting KPIs, and create initiatives to drive continuous improvement
o Schedule annual compliance training for Client Service colleagues and monitor case resolution and client interactions to ensure compliant practices
o Extract and synthesize data from various databases into useful metrics and information to enable Client Partnership and Sales
o Forecast service needs and schedule resources to ensure continuous accomplishment of services standards
o Manage daily operations of central support center
o Handle client escalations and complex service related inquiries
o Monitor individual performance of the Client Coordinators, identify opportunities, and provide coaching sessions to continually improve central support performance levels
o Ensure colleagues meet performance expectations and established deadlines, with high standards for Client Service
o Act as advocate for best practices and consistently demonstrate service that delights Aspenti clients
o Maintain positive relationships with internal departments and lead collaboration cross-departmentally on service initiatives and issue resolution

What It Takes
Delivering on our 3-part mission means providing quality results and exceptional patient care. We share a commitment to improving treatment outcomes through our work. We work closely with community organizations that advocate healthy lifestyles. Aspenti Health Colleagues are a team with compassion and collaboration to be an integral part of the recovery community.

o Bachelor’s Degree in a related field is preferred
o 3+ years of relevant work experience in client services and or central support supervision and 5+ years of Health Care experience
o Proficiency within Excel, PowerPoint, SharePoint, Word, and Salesforce
o Demonstrate excellent use of effective communication skills, including the usage of communication technologies efficiently
o Ability to multitask while maintaining attention to detail
o Ability to work in a highly organized and efficient manner
o High level of reliability, dedication and initiative
o Ability to collaborate with others and effectively lead a team
o Travel may be required (up to 20%)