Care Supervisor Job Description
Care supervisor
provides training to customer service team on service skills, federal and state regulations, program administration, and internal policies and procedures.
Care Supervisor Duties & Responsibilities
To write an effective care supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included care supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Work side by side with the WFM team to maintain personnel schedule and to provide adequate phone coverage for the customer service department
Assist Volkswagen Credit, Inc field personnel in the resolution of customer complaints
Gather and provide the Customer Service Manager weekly statistical data on the teams performance
Participate in the performance of other duties and assignments at the direction of the Manager of Customer Service
Establish work objectives and implementation plan
Assigns personnel to the various operations and instructs/coaches them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures
Reviews employee’s work for accuracy and efficiency, compiles data, provide Sales Operations Manager periodical reports/updates necessary (for instance, complaints/performance related) with proposal on related preventive actions/improvement measures
Ensure competence of Customer Care Representatives through training and development
Expedite customer escalations and follow up for prompt resolutions and customer satisfaction
Analyze statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals
Care Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Care Supervisor
List any licenses or certifications required by the position: ACLS, BLS, CPR, LATG, PALS, NRP, AHA, URAC, NIHSS, TNCC
Education for Care Supervisor
Typically a job would require a certain level of education.
Employers hiring for the care supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Education, Nursing, Business, Management, Leadership, Science, Healthcare, Health, Social Work, Graduate
Skills for Care Supervisor
Desired skills for care supervisor include:
Hospital and unit policies and procedures and participates in revising as assigned
Company products
Emergency procedures and protocols
Policies and procedures
Call center operations
Federal and state regulations regarding credit reporting
Continuous Improvement
Code teams
Customer facing transactions and customer retention strategies
Resorts
Desired experience for care supervisor includes:
Ability to work independently and organize multiple priorities in a fast-paced environment
Experience of team supervision and foundational management skills such as time-management, communication, managing people and presentation skills
Prefer a minimum of 1 year Acute Care RN charge nurse experience
Positive discipline and child development knowledge is a must
Bachelor’s degree in appropriate field /equivalent in work related field
Must work well in high stress situations
Care Supervisor Examples
1
Care Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of care supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for care supervisor
- Work collaboratively with physician leaders to develop methods for improving the quality of care overall
- Responsible for leading, coaching, mentoring and modeling service excellence behaviors to charge nurses and staff
- Accountable for identifying improvement opportunities and implementing action plans to address any issues within the customer care center
- Recruits, trains, motivate and develop staff in order to meet the current and future needs of the department and the company
- Analyzes performance metrics
- Recommends and implements changes to improve departmental operations through established change control and governance processes
- Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, handling customer phone calls
- May complete work orders required to meet customer needs
- Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholders (inclusive of ecommerce, returns, customer dissatisfaction) to ensure a timely resolution keeping the customer at the heart of the process as all times
- Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions or complaints
Qualifications for care supervisor
- Strong negotiation, planning, staffing, and hiring skills
- Professional acumen in order to interact with and handle various escalated issues from internal and external customers
- Consistent positive demeanor when handling various job responsibilities
- Must possess good time management and organization skills
- 5 plus years of customer service experience and/or training required
- Leadership – Exhibits the ability to communicate effectively and motivate personnel to achieve organizational goals
2
Care Supervisor Job Description
Job Description Example
Our growing company is looking for a care supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for care supervisor
- Use ticketing system to track, quantify and assist in resolving events and maintenances requiring NOC, NEO, EMC, and regional involvement
- Communicate and escalate issues and concerns including network, business solutions, and other issues of critical nature senior management to engage proper resources to provide resolution
- Assist in the creation of support material for Business Care
- Field inbound and outbound escalations and provide customer service and technical support to call agents, corporate and commercial sales, management, and field personnel
- Responsible for review of clinical documentation to ensure that patient assessments conducted by Medicaid High Risk Care Management staff meet established standards and are completed within required time frames
- Responsible for review of clinical documentation to ensure that Care Plans developed by Medicaid High Risk Care Management staff are completed within required time frames and include lifestyle behavior change goals that address health, behavioral health and chemical dependency problems
- Responsible for monitoring the achievement of Care Plan goals and for providing feedback to Medicaid Care Management staff regarding the implementation of appropriate case management interventions using the principles and techniques of Motivational Interviewing
- Ensure good customer satisfaction with internal & external customers
- Assist in new project implementation including implement necessary preparation
- Observes changes in resident health
Qualifications for care supervisor
- Preferred Associates or Bachelor’s Degree plus 2 years’ applicable experience or 4 years’ applicable experience in lieu of education
- Education MSW
- Experience 5 years of experience in outpatient setting, population health, social services, home health, or other health care setting
- You have excellent command in English (both written and spoken)
- Minimum of two years of customer service experience required
- Previous experience in residential cable television service, High speed Data service, service experience in the telecommunications industry preferred
3
Care Supervisor Job Description
Job Description Example
Our company is looking for a care supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for care supervisor
- Encourage friendly competition through incentives and metric performance
- Responsible for training Pharmacy Care Coordinators (PCCs) in responding to patient inquiries requests and issues
- Supervises the daily activities to ensure that productivity objectives are met including individual and team performance goals
- Monitors the performance of staff members to ensure compliance with operating procedures and standard practices
- Documents monitors and evaluates all PCC performance measures including phone system reports critical success measures end of month reports duties and responsibilities
- Prepares performance evaluations, setting annual job objectives
- Oversees the day to day operations of the LTSS department, including the development of Person-Centered Service Plans, authorization and approval of services and the coordination of benefits for all LTSS Participants
- Serves as a subject matter expert for LTSS training for internal care teams and external audiences
- Supports coordination of LTSS with other clinical and social services across the continuum of care striving to enhance the quality of Participant care and services
- Ensure quality and performance metrics are consistently met regarding LTSS, as specified in the agreement
Qualifications for care supervisor
- Minimum two years in Call Center supervisory role
- Resolve issues, support new business initiatives, and complete projects, as assigned from Customer Care management
- Responsible for motivating, coaching, and developing front line agents in a customer first contact center experience through inspirational leadership and creating a continuous learning environment
- Initiative to take on assignments and proactively identify gaps in policies/processes
- Able to manage time, tasks and projects independently
- Bachelor’s Degree or 5+ years’ experience in Contact Center environment (preferably leadership)
4
Care Supervisor Job Description
Job Description Example
Our company is growing rapidly and is hiring for a care supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for care supervisor
- PTO request management
- Provides support to manager of care coordination
- Facilitate in collaboration with manager process mapping for clarity of team alignment and avoidance of overlap and gap in duties
- Assist in the formulation of attainable and ambitious targets for individuals and teams
- Answer questions, provide guidance and feedback and help set each individual up for success
- Monitor and evaluate CCRs to ensure quality standards and patient satisfaction are met
- Prepare weekly/monthly/annual results and performance reports to submit to management
- Ensure adherence to policies for attendance, established procedures
- Provide notification of consistent errors to the management team
- Display confidence and the ability to become a subject matter expert on contact center process and procedures
Qualifications for care supervisor
- Ability to clearly articulate goals and responsibilities that move department forward
- Strong Customer Service Experience – 3+ years
- High School Diploma and Minimum 2 year college degree or equivalent work experience
- Proficiency in operating a computer using a Windows based environment
- Preferred 4 years minimum experience in hospitality, customer service or technical support field
- For internal applicants, demonstrated 12 month successful support of Commercial lines of business, and Scorecard metrics
5
Care Supervisor Job Description
Job Description Example
Our innovative and growing company is hiring for a care supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for care supervisor
- Responsible for overall customer communication within Customer Care department to ensure customers receive a best in class customer experience and customer retention is maximized
- Develop, maintain, and enhance CAC Operations reports and Key Performance Indicators (KPI''s)
- Responsible to manage and track $150K Customer Care Accommodation budget
- Supervise and lead team in support of Customer Care frontline operations, which handles approximately 400K calls and 20K e-mails annually, by ensuring department functions as an intermediary/advocate between customers and MBUSA to resolve customer complaints/concerns and customer inquiries
- Management of vendor “Oracle/Right Now” for the continued development of Automated Web Self Service Solutions and Live chat and “Language Line” for prompt customer service
- Establish, maintain, and oversee CAC Operations KPI Reporting.Responsible for supervising Product Advice team, Workforce Management Coordinator, and Team Leaders who supervise 30-38 full time associates, while conducting internal quality control checks by auditing and evaluating the responses of Customer Care staff to customer issues and inquiries
- Be responsible to coordinate services provided for residents, to supervise care delivery and to maintain service care plans
- Supervise a team of customer-facing technical resources
- Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts
- Exhibit strong knowledge of pharmaceutical/healthcare environment, including reimbursement and funding sources, including but not limited to Pharmacy and Medical benefits design, Affordable Care Act, Medicare, Medicaid, managed care organizations, VA
Qualifications for care supervisor
- Current unencumbered California (CA) Registered Nursing (RN) license
- Current Advanced Clinical Life Support (ACLS) certification
- Ability to demonstrate advanced clinical nursing skills and knowledge and act decisively in emergent situations
- Act as a clinical resource to all levels of staff
- Previous ambulatory care leadership
- Exhibits excellent leadership and mentoring sensibilities focusing on engagement and collaboration