Description:
• Supervise a team of Scheduling Operations Associates during weekend shifts.
• Oversee a fast-paced ticket queue, flag urgent items, and assign them appropriately.
• Monitor team performance, coach SOAs, and ensure adherence to quality standards.
• Handle escalations from clients and caregivers.
• Support caregivers and agencies in filling shifts on short notice.
• Utilize multiple software systems to track cases and communicate effectively.
• Prepare handoff reports for end-of-shift transitions.
Requirements:
• Experience supervising a customer service team and monitoring performance trends.
• Experience working in a high-volume environment.
• Proactive problem solver and able to handle difficult situations or customers as they arise.
• Extensive customer service experience – Be friendly, positive and solutions-oriented.
• Highly organized with strong attention to detail (i.e., able to follow clearly defined procedures).
• Ability to navigate multiple technology… platforms simultaneously.
• Effective communication skills with clients, patients, caregivers and families.
• Previous experience as a health care scheduler (or other industry front-line scheduling) is a plus.
• 5+ years of customer service experience preferred.
• Fluency in Spanish is a plus.
Benefits
