Supervisor II, Customer Experience

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world’s health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient’s request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. 
By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

Datavant’s Supervisor, Customer Experience, will be responsible for providing leadership for the Smart Request customer experience team. This leader will oversee and assist customer experience employees in the performance of their job duties such as responding to customer inquiries, resolving issues or complaints as well as educating customers. The supervisor will also investigate and solve product and service complaints.

You will:

• Handle supervisory responsibilities including:
• Hiring entry-level customer service employees.
• Training new employees in the company’s customer experience policies, procedures, and best practices.
• Organizing and overseeing the schedules and work of assigned staff.
• Conducting regular occurring 1 on 1s and conducting performance evaluations that are timely and constructive.
• Handling discipline and termination of employees as needed and in accordance with company policy.
• Manage a team of assigned customer experience representatives and ensure they comply with company guidelines particularly related to quality of service.
• Provide customer service by handling customer escalated calls, answering complex product issue questions, resolving issues, and educating customers.
• Strategize and monitor the daily activities of customer service operations.
• Assist customer experience representatives with duties where required.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepare reports on customer complaints and inquiries.
• Manage customer call backs to respond to feedback.
• Prepare monthly reports summarizing the assigned customer experience team’s performance.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Identify opportunities to update or improve customer service procedures and make recommendations to leadership or other appropriate staff.
• Perform other related duties as assigned.

Key goals within the first 90 days:

• Become a subject matter expert on the issues our ChartSwap and Smart Request users are facing and how we currently resolve those issues - specifically within the space of AI summaries.
• Provide customer service by handling customer escalated calls, answering complex product issue questions, resolving issues, and educating customers.
• Review team member duties, propose updates/changes and partner with the Customer Experience Manager to implement.
• Create a cadence of consistent 1 on 1s with all team members that creates a positive two-way communication & feedback channel, builds a personal connection, boosts productivity and fosters career development.
• Create a process for measuring and tracking call and chat quality assurance for team members.
• Begin leading the effort to identify opportunities for improvement in customer experience processes and begin both strategizing and implementation of the improvement plan.

What you will bring to the table: 

• At least three years of customer Support experience is required.
• Experience leading teams that support AI focused product solutions
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Critical thinking and strong problem-solving skills.
• Ability to coach and mentor customer service representatives.

Bonus points if:

• Previous experience in a supervisory role preferred.
• Bachelor's degree preferred.

What We Offer:

• Comprehensive health, dental, and vision insurance
• Unlimited PTO
• Retirement savings plan
• Flexible work arrangements
• Opportunities for career growth and development
• Employee wellness programs

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:$76,000—$85,000 USD

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. 
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren’t even able to see whether you’ve responded.) Responding is entirely optional and will not affect your application or hiring process in any way.
Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request it here, by selecting the ‘Interview Accommodation Request’ category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case-by-case basis.

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