Supervisor, User Support

Overview

The User Support Supervisor is responsible for ensuring user satisfaction through timely reactive and proactive issue resolution methods while consistently exceeding service standards and metrics.  Assist in providing user workflow oversight & intervention and technical expertise with an emphasis on quality assurance.  Exceed users’ expectations in a professional and courteous manner via effective building of professional rapport and credibility.  Responsible for providing internal and external support and training related to ROI functionality and standard operating procedures. The User Support Supervisor functions as a peer knowledge and support resource to the User Support team and role models performance and behavioral standards. Additionally, the User Support Supervisor provides project support to management as needed.* 

Responsibilities

Lead by example; exhibit a positive and supportive attitude with a commitment to teamwork. 

Promote, support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication and service excellence. 

Ensure prescribed training practices are effectively deployed and utilized. 

Monitor, process, and manage workflow issues via phone, email, and MRO’s ‘Action List.’ 

Ensure actions are addressed accurately and in a timely manner. 

Provide resolution to escalated calls transferred from Requester Services. 

Assist Director to appraise employee performance, perform corrective action, and to perform employee counseling as necessary. 

Act as go-to resource and liaison for Requester Services team by bridging knowledge and communication gaps via procedural support and proactive outreach.  

Partner with internal interdependencies.  Provide assistance, support and/or training to other internal MRO teams. 

Maintain a broad understanding of entire ROI process related to both internal MRO procedures and external facility processes. 

Apply strong knowledge of HIPAA regulations and ongoing statutory updates. 

Interface with multi-level facility contacts regarding escalated issues.  Answer questions, resolve problems and recommend corrective actions to address user issues. 

Identify and communicate potential workflow concerns and trends affecting facilities. 

Answer questions and recommend corrective actions to address user issues in an expeditious manner. 

Effectively interact with Disclosure Integrity team regarding rate, invoicing and assigning issues. 

Perform other duties as assigned by management.  

Qualifications

College degree preferred or equivalent combination of schooling and experience.  

Highly motivated, take-charge positive attitude.  Ability to multitask, think strategically and appropriately prioritize workload. 

Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen. Strong and proven problem-solving skills. 

Self-motivated and able to work independently as well as collaboratively. 

Experience retrieving, compiling, analyzing and interpreting information from multiple databases. 

Dependable, strong organizational skills, excellent written and verbal communication skills and attention to detail. 

Ability to effectively interact with fellow employees and build strong user relationships.   

Proficient computer skills and knowledge of Microsoft Office. 

*This job description reflects management’s assignment of essential functions.  It does not prescribe or reflect the tasks that may be assigned.

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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