Escalations manager vs customer service supervisor

Differences between escalations manager and customer service supervisor duties and responsibilities

Escalations manager example responsibilities.

• Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
• Insert insurance and patient demographics, verify Medicaid and Medicare.
• Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
• Monitor agents phone calls then set individual AHT.
• Point of contact for adding internal users to CRM software and troubleshooting.
• Develop bonus structures and are in charge of payroll for multiple projects.
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Customer service supervisor example responsibilities.

• Manage customer relationships and acting Salesforce administrator.
• Develop and manage sales/customer service agents by monitoring productivity, quality and adherence using KPI's.
• Manage services and supports for intellectually and developmentally disable individuals, within compliance with all Medicaid and I/DD waiver regulations.
• Perform employee monthly/annual reviews/evaluations, payroll, and disciplinary actions.
• Develop service and performance management standards, facilitating exceptional patient experiences for patients and families of the medical center.
• Give estimates on installation of windows and doors.
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