Supervisor, Patient Support Jobs

Position Overview

In conjunction with the Exact Sciences Laboratories leadership team, this role manages the day-to-day Customer Care Center activities. The Supervisor, Patient Support manages a team of Customer Care Associates (CCA) and Customer Care Specialists (CCS). This role is responsible for the evaluation of relevant CCA’s and CCS’s metrics and other identified key performance indicators. This position aligns with other Customer Care Center leadership on the planful execution of the objectives to support the accomplishment of company goals.

This role can be remote or onsite at our 1 Exact Lane location in Madison, WI.

Shift: Monday-Friday, Flexible start time at 8am CST or later.

Application Deadline: Tuesday, July 18 at 5:00pm CST

Essential Duties

include but are not limited to the following:

• Completes other duties as assigned.
• Regular and reliable attendance.
• Motivated to perform quality work.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Ensures familiarity with relevant guidelines and policies for medical devices.
• Ability to interact and build strong working relationships with customers, as well as peers at all levels of the organization.
• Maintains skillset to be able to perform all essential responsibilities of the associates and performs them as directed.
• Knowledge of contact center operations including implementation, training and performance monitoring.
• Partners with the Exact Sciences Laboratories training team in the creation of training materials as appropriate. Identifies additional training needs and resources, as needed. Provides coaching to the Customer Care Center employees, as needed.
• Excellent verbal and written English communication skills.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• Ability to listen and speak on the telephone and write simultaneously.
• Ability to work designated work schedule, which may include nights and/or weekends.
• Prepares performance reports to share with associates.
• Monitors associate and overall department metrics in order to meet departmental and company goals.
• Ability to operate telephone system and computer keyboard and printer.
• Manages and resolves customer complaints.
• Ability to work in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
• Ability and means to travel between Madison locations.
• Inspire and motivate others and work effectively through influence and collaboration.
• Able to stay focused on a task and work independently.
• Provides on-going coaching and mentoring all associates to ensure a consistent level of service is maintained. Recommends and implements changes to ensure high quality customer service.
• You will be required to successfully complete all Epic Certification requirements with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.
• Maintains a positive attitude with excellent interpersonal skills.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy, Code of Business Conduct and Ethics.
• Performs all job duties according to Customer Care Center policies and procedures.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Support and comply with the company’s Quality Management System policies and procedures.
• Disciplined, self-motivated and reliable.
• Knowledge of customer service principles and practices.
• Supervises a team of associates. Provides escalation support to associates. Coordinates with HR to hire and onboard new Customer Care Center employees and performance manage. Partners cross functionally to support the Exact Sciences Laboratories mission.
• Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Conducts self in a professional manner in all interactions with members of the Exact Sciences team, clients and associates.

Minimum Qualifications

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.
• Bachelor’s degree in Business or related field; or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of Bachelor’s degree.
• 2+ years of experience directly or indirectly leading others.
• 5+ years of customer service experience with demonstrated exceptional customer experience, preferable in an inbound/outbound contact in the healthcare industry.

Preferred Qualifications

• Excellent verbal and written Spanish communication skills.
• Leadership experience in a contact center within the healthcare industry.
• Knowledge of contact center telephony and technology.
• Previous work in a laboratory environment.

Salary Range:

$59,000.00 - $95,000.00

The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms, conditions, and eligibility requirements of the applicable plans.

If you require a reasonable accommodation with the application process, please email [email protected].

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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