Supervisor of Member Support

  • Location
    Bradenton, Florida
  • Job type
    Direct Hire
  • Category
    Retail/Sales - Sales Management

Healthcare software company in the Bradenton, FL area needs a Supervisor to direct a small team of Member Support Experts tasked at providing technology support, client services and sales for the company software product.

This role will oversee the day to day activities of the Member Support Expert Team as well as develop new strategies and procedures to inspire Member engagement and success. The full-time position with comes with opportunity for substantial growth and income incentives.

Role Description:

Develop and maintain systems and team for optimal customer service, member engagement, and retention.
Stay abreast of industry updates including clinical, regulatory, customer, and competitor information. This should be relayed to pertinent team members through email, telephone, or CRM.
Communicate cross-functionally with Marketing, Sales, Billing, and the Leadership team to provide poignant updates regarding best practices, industry changes, and valuable feedback.

Member Retention Responsibilities

Provide exceptional customer service and support to existing Members through phone and online support
Demonstrate proficiency in product navigation and use to provide Members with technical support
Regular contact with Members to promote optimal use of product in their practices.
Educate Members via online demos and phone support regarding product integration and implementation of dental sleep medicine.
Participate in bi-weekly Online Study Club meetings as needed to answer questions from Members about myriad dental sleep medicine topics to boost their understanding of concepts and increase their adoption of suggested protocols.

Team Development Responsibilities

Spearhead new team member selection process to include interviews, role descriptions, compensation packages, and training plans.
Train and develop Member Support Team
Monitor calls and provide relevant, timely feedback to continually improve customer service calls
Evaluate team performance and provide regularly scheduled reviews
Coach team members on call quality, consultative sales techniques, customer service protocols, and learning theory.
Review and track training activities including call and training volume seeking ways to boost efficiency and volume.
Review and track sales activities including leads/close ratio, demo quality, and new Member onboarding processes.
Facilitate weekly team meetings to update team on initiatives, discuss best practices, issues of concern, and other relevant information.
Assess all support processes to identify areas for improvement and subsequently map and execute process improvement initiatives.

  • Apply with Adecco

Reference number US_EN_2_028296_136295