Sunrise Medical Laboratories, Inc

  • Customer Service Supervisor

    Job Location US-VA-Chantilly
  • Overview

    In business for over 40 years, Sunrise Medical Laboratories is a full service clinical laboratory servicing the Virginia, Maryland, DC and West Virginia communities.

     

     

    Under the supervision of the Director of Operations, the Customer Service Supervisor is responsible for overseeing the workflow for the incoming/outgoing call center, and organizing and maintaining employees’ schedules.  The Customer Service Supervisor will be responsible for monitoring the team’s daily workflow processes ensuring that the department’s productivity standards are met. 

    Responsibilities

    Essential Functions:

    • Oversees workflow for the department
    • Creates an environment that facilitates open communication with team members and acts in a professional and courteous manner when interacting with team and department members.
    • Motivates and utilizes staff effectively through fostering a positive and supportive work environment.
    • Supports departmental staff in the performance of their duties.
    • Investigates and resolves problems regarding tests and results in order to ensure accurate and efficient service
    • Communicates via, phone, face-to-face and email with other departments in the lab for problem resolution.
    • Schedules the employee shifts and breaks; responsible for coverage when replacements cannot be found
    • Approves time off and overtime
    • Documents and records employee productivity
    • Writes performance reviews evaluating employee performance
    • Documents performance issues and addresses them accordingly
    • Ensures compliance with HIPAA requirements by respecting and maintaining the confidentiality of information relative to patients and clients.

     Additional Responsibilities:

    • Interviews candidates for hiring purposes
    • Oversees training of new employees and retraining for existing employees
    • Continuously communicates with patients and doctors’ offices, and internal departments

    Knowledge, Skills, and Abilities:

    • Demonstrates excellent customer service skills
    • Ability to handle a heavy call volume
    • Demonstrates excellent communication and interpersonal skills with management, team members, patients, clients and partners.
    • Demonstrates ability to make immediate decisions and sound judgment calls
    • Proficient skills in keyboard and operating computer system
    • Demonstrates leadership abilities to successfully coach, counsel, and motivate staff while maintaining composure and professionalism
    • Demonstrates proper judgment when exposed to confidential information
    • Creative problem solving skills

    Qualifications

    • Bachelors degree or equivalent
    • Previous supervisory experience in a call center environment

    All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status. Sunrise Medical Laboratories takes affirmative action in support of its policy to and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.

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