The Collaboration Center Customer Service Supervisor will be responsible for overseeing the daily work processes for the Customer Service Representative to ensure the quality and effectiveness of the Customer Service Unit.  

Job Description:

The Collaboration Center Customer Service Supervisor will perform all or some of the following Job description:

• Lead and oversee the day-to-day operation of unit staff, determining that all assigned cases are managed in a timely and service oriented manner, including the development and use of an effective process audit tool

• Establish and monitor case loads, based on individual staff member experience and ability

• Communicate critical information to all parties

• Provide regular educational programs and mentor individual staff as needed to provide continued improvement in placement outcomes

• Coach, counsel, and grow employees

• Create and regularly update a modified duty job bank which is representative of the types of restrictions most frequently seen and distributes to the Customer Service Representatives and store to facilitate a successful placement process

• Address Customer Service Representatives concerns regarding adjusters or managed care nurses to the Workers'Compensation Manager. Refer unresolved issues to the Workers'Compensation Claim Manager

• Maintain a limited case load of assigned files to manage for the return to work process

• Complete additional tasks and special projects as assigned

• Select, develop, and motivate assigned staff.

• A general knowledge of the laws, acts, regulation, and systems governing workers'compensation and liability
• Ability to lead customer service unit claim management and customer service problem solving efforts, bringing them to resolution. Exhibit peer sensitivity
• Strong interpersonal skills to coach and train Customer Service Representative, CSR staff in working cooperatively with all participants
• Effective oral, written, and listening communication skills to facilitate sharing of critical claim information and Customer Service Representative, CSR Unit process strategy
• Experience in total quality management (TQM) methodology to facilitate a successful claim cost containment program
• Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment
• Flexibility for meeting multiple demands and success in utilizing an effective time management planning process
• Ability to treat all customers and associates in a consistent and fair manner and set an example for ethical and responsible behavior.  

• High school diplomas and/or GED.