Customer Care Supervisor
Before reading the job post, we encourage you to watch this video about our company. It gives you an inside look at how we started, the team and culture that made us successful, and where we're going. It's easy to read a job post and apply, but people often wonder about the culture and whether they would fit in. If you want to call Harrow your home and genuinely want to be part of a family and something big, then we encourage you to click this link and get to know us.
Who is Harrow?
Harrow (Nasdaq: HROW) is a leading North American ophthalmic-focused pharmaceutical company. Harrow is an incredible entrepreneurial company – where we celebrate the ability of every member of the Harrow Family to be the CEO of their job. Harrow’s values have driven interest over the past decade in attracting high-performing professionals in a variety of disciplines. Members of our Harrow Family often express their pride in being a part of our commitment to (1) innovation, (2) patient access to affordable medicines, and (3) our track record of having never turned down an ophthalmologist doing mission work around the world – providing free medicines in support of mission work aimed at giving or maintaining the gift of sight to those most in need. We encourage you to learn more about Harrow and its unique culture to see if you’re the right person to help contribute as we build a truly exceptional company, one we are all so proud of!
Harrow’s ophthalmic pharmaceutical portfolio is one of the most comprehensive in the industry, including:
- An expanding Posterior Portfolio including IHEEZO® and TRIESENCE®
- A broad Dry Eye Disease product line, led by VEVYE® and bolstered by well-known adjacent ocular surface disease products such as FLAREX® and TOBRADEX® ST
- A Specialty Anterior Segment product line, which includes various high-need and utility products such as ILEVRO®, NEVANAC®, and VERKAZIA®
Job Summary
The Supervisor, Customer Care is primarily responsible for coaching and developing talent in the Customer Care Department. In addition to statuses and volume consistent with organizational and operational needs, the position entails hiring, training, coaching, and monitoring the Customer Care Data Entry and VIP teams. The objective for the person in this role is to keep the department running in an efficient and profitable manner while delivering a world-class customer experience. Help drive sales and minimize errors driven by Data Entry Processors; Find solutions to problems and identify areas for efficiency, while innovating new ways of redefining our current operations.
Core Responsibilities
- Train Data Entry Processors (DEP's) and VIP agents on new methods for increasing revenue and streamlining
- Provide the team with an appropriate level of continued training and support to generate a world-class customer experience.
- Utilize the CRM (Salesforce), Genesys and current pharmacy solution (GRx) to monitor performance and generate new opportunities.
- Strategically grow a dedicated team and ensure they are subject matter
- Positively impact team performance, including productivity metrics and coaching for excellence
- Create an inspiring team environment with a culture of open
- Provide support and leadership to the office staff, while enforcing company policies and procedures
- Work with team members in meeting department call and data objectives and sales goals
- Collaborate with all departments, peers and other company executives to lead the team to success
- Listen to team members' feedback and attempt to resolve issues or escalate, if necessary
- Report daily, weekly, and monthly results, discuss challenges and successes and proactively address issues and concerns that prevent the department from meeting goals
- Review results of all Customer Care reports; including but not limited to, quality, productivity, and some call center or data entry reports
- Always look for new and innovative methods and or processes to increase the customer experience
- Handle escalated entries, complaints, questions and inquiries, as necessary
- Maintain an orderly workflow according to priorities
- Oversee day-to-day operations and service level agreements
- Recognize and encourage high performance
- Encourage creativity and calculated risk-taking
- Partner with the training resources to ensure expectations are aligned with approved and current quality standards
- Proven ability to influence change
- Perform other duties, as assigned
Qualifications & Requirements
- Experience: Minimum of four years in a call and data center environment, preferably in insurance, medical or health-related field
- Proven track record driving KPIs and positive customer service while executing on new revenue streams
- Knowledge of reporting methods, communications terminology, and technology
- Bachelor's degree or equivalent combination of work and education in a related field, preferred
- Experience with prior authorizations and appeals process, preferred
- Must have excellent verbal and written communication skills
- Ability to multi-task in a fast-paced high-volume call center
- Excellent interpersonal skills to communicate with management, customers and fellow team members
- Ability to handle and resolve escalated Inquiries
- Effective listening, coaching and development skills
- Effective reading comprehension and critical thinking skills
- Proven strong leadership skills leading large high-performing teams
- Proficient in the use of standard Microsoft Office software products, including Outlook, Word, and PowerPoint advanced knowledge of Excel required
- Familiarity or experience with CarePoint, Salesforce, Genesys and Oracle systems preferred
- Strong organizational skills with the proven ability to prioritize
- Works with a sense of urgency, while engaging and listening to experts; shows a bias to
- Detail oriented with above average analytical skills
Position Type
- On-Site (New Jersey)
Travel
- Up to 5%
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