Supervisor Customer Service

VITAS Healthcare; San Antonio (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

VITAS Healthcare in San Antonio, TX, seeks an experienced leader to supervise Admission Coordinators and oversee the intake/admission process for new patient referrals.

You will ensure adherence to education, quality standards, and KPIs, support leadership strategies, and maintain data integrity across the Care Connection Center while coordinating with program teams.

Qualifications

• Requires 2+ years in supervising an operations team in a 24/7 environment.
• Experience in call center/customer service management preferred.
• Strong ability to analyze data and root cause issues.
• Excellent written and verbal communication across levels.

Responsibilities

• Oversee Admission Coordinators and ensure timely intake and admissions.
• Supervise day-to-day AC activities to meet KPIs and standards.
• Monitor data integrity and maintain clean patient records.
• Support leadership in strategic plans and initiatives.
• Schedule staff and manage workflow to optimize operations.
• Respond to complaints and document quality improvements.
• Ensure weekend and holiday coverage as needed.
• Lead orientation and training programs for ACs.

Skills

Call Center Leadership

Customer Service Management

Strategic Planning

Data Analysis

Communication Skills

MS Office"

Education

High School Diploma

Bachelor’s degree preferred

Tools

MS Excel

MS Word

PowerPoint

Job description

• Interview, hire, train, support, and develop all Admission Coordinators (AC).
• Supervise all day‑to‑day AC activities to ensure an efficient and timely intake/admission process with all new patient referrals.
• Supervise AC adherence and compliance to all education, quality, workforce management, customer service, operational standards, and KPIs.
• Continuously monitor all day‑to‑day activities taking place within the Care Connection Center.
• Support all strategies, plans, and implementations as directed by Senior Leadership.
• Emphasis on the supervision of VX data integrity to ensure a clean billable patient record.
• Monitor and supervise all inbound call volumes and pending referrals to ensure operational service levels are met/exceeded.
• Ensure effective use of all development, counseling, and rewards and recognition tools to most effectively support all ACs.
• Support the Care Connection Center orientation and training programs to ensure that knowledge, skill, and performance standards are met and/or exceeded.
• Proactively identify operational efficiency and customer service enhancement opportunities.
• Work directly with all corresponding programs to support, meet, and/or exceed their individual referral/admission goals.
• Respond to complaints in a timely manner and maintain quality improvement documentation.
• Supervise staff as first‑level leadership implementing strategies, processes, and guidelines.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Evaluate and standardize procedures to improve efficiency of subordinates.
• Observe and evaluate employees and work procedures to ensure quality standards and service is met.
• Provide feedback regarding personnel actions such as new hire requests and discharges to ensure proper staffing.
• Attend meetings, training activities, courses and all other work‑related activities as required.

QUALIFICATIONS

Two or more years related experience supervising an operations team in a 24/7 environment.

• Call Center/Customer Service management experience preferred.
• Proven success in supporting strategic plans and attaining goals in a fast‑paced, dynamic environment.
• Expert in the delivery and monitoring of customer interactions.
• A solid track record of managing customer service complaints.
• Experienced in leading, supervising, and supporting customer service agents.
• Ability to research and analyze information and data to arrive at and articulate valid findings, including root cause analysis, to build recommended corrective action plans.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with team members.
• Superior ability to effectively communicate at all levels both verbally and in writing.
• Ability to develop spreadsheets, and use word processing and database computer software as well as MS Excel, Word and PowerPoint.
• Prior experience in working collaboratively with other functional leaders to drive strategic initiatives and action plans.
• Proven track record for supporting teams that are proactive in driving process improvement.
• Must be highly organized and able to manage multiple responsibilities.
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.

EDUCATION

Completion of high school or basic education equivalency required. Bachelor’s degree preferred.

SPECIAL INSTRUCTIONS TO CANDIDATES

EOE/AA M/F/D/V