Garner’s mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.
The Role
We’re seeking an experienced, full-time Customer Service Supervisor to lead a team of Associates and Senior Associates within our fast-growing, member-focused Concierge team. The role is focused on delivering a best-in-class member experience by digitally engaging to help members find the right healthcare for their needs. This role reports to the Vice President of Concierge.
Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, standards, and the needs of our members. You will lead a team of Associates who serve as the first line of support for members. In your role as Supervisor, you will manage your team to better quality outcomes, ensure we hit our operating metrics, serve as an escalation point for complex member issues, and identify trends that inform continuous improvement.
To ensure we have coverage for Garner users, the Customer Service Supervisor will be on call during business hours as needed. Current service operates weekdays during East Coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.
Responsibilities will include:
- Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
- Overseeing the overall performance of Concierge Associates’ quality and efficiency and ensuring all key performance metrics are being met
- Championing high quality member interactions by reviewing work regularly and providing thoughtful, strategic coaching that empowers team members to grow
- Cultivating growth with personalized performance plans and mentorship for direct reports, fueling each team member’s professional journey
- Ensuring we are properly staffed and responding to members in a timely manner according to our staffing plans
- Distilling gaps in complex or escalated member interactions and synthesizing them in a clear manner to internal stakeholders
- Staying and keeping your team close to workflow and policy changes in a rapidly changing work environment to ensure members are receiving accurate responses
- Identifying trends in team performance and translating that to actionable feedback recommendations
- Maintaining detail-oriented working knowledge of employer health benefits and insurance
- Being a subject matter expert in member-facing issues
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