Client Experience Supervisor

Job Summary:

As a Client Experience Supervisor, you will play a crucial role in overseeing and managing a team of Client Experience Navigators. Your leadership will be instrumental in ensuring effective and compliant Client Records Support and guiding CRS' to enhance their individual quality and performance. The Client Experience Supervisor supports hiring, training, coaching, and developing initiatives aimed at elevating team skills and competencies.  Success in this role hinges on your meticulous attention to detail, strong emotional intelligence, adept team-building and communication skills, and having a self-starter mindset. This role requires a blend of strategic thinking, team management, and interpersonal skills as well as a commitment to helping individuals achieve their performance objectives and key performance indicators (KPIs), ensuring alignment with our overarching goals and objectives.

What is expected in this role:

• Supporting the complete team strategy and direction as set by Client Experience leadership.

• Supporting the goals, the metrics, and team structure for your direct reports. 
• Working in tandem with the Director of the department and manager to ensure your team is in alignment with the departmental goals. 

• Leading the respective teams on their daily operations.

• Coaching, mentoring, and tracking each of their teams’ performance ensuring alignment with the overall departmental goals.   
• Owning timecards and PTO approvals for your team members.
• Holding team members accountable to their goals and tracking towards team success, along with supporting the development of the team in customer service and communication skills.  
• Supporting hiring and onboarding processes for all new team members. 
• Collaborating with the manager on team performance management, this can include coaching conversations, reviews as needed, addressing any performance concerns, etc.   
• Ensuring the teams follows all processes and procedures related to Operational and Compliance Programs and safeguarding personally identifiable information / personal health information across the team.     

• Own the daily operations of the team ensuring alignment on priorities, tasks, and metrics creating a balanced workload for the Client Experience Navigators' day-to-day.
• Ensure team members’ communication with internal and external stakeholders fits within specified timelines.
• Maintain adherence to department standards for CENT, including conducting team call audits ensuring quality standards and compliance alignment.
• Provide guidance on new processes or procedures related to Client Experience, including supporting the SOP creation process with CENT leadership.
• Serve as the first layer of support for all Client Experience Navigators regarding customer issues, concerns, or other commentary within the client lifecycle.
• Serve as backup coverage and support during staff transitions or absences, ensuring continuity of operations.
• Serve as the internal SME on all Client Experience Team SOPs and Strategies.
• Lead team in ensuring an outstanding experience for all clients within the REE lifecycle.
• Upskill team regarding soft skills and hard skills, such as ongoing development for communication, empathy, conflict resolution, etc. ensuring successful partnership throughout the Client lifecycle, under the total Client Experience umbrella.

How success is measured in this role:

• Completion of regular meetings: supports department 1:1s with team members; conducts bi-weekly meetings with team.  Lead/support cross-department meetings as needed to enhance collaborations and process improvement.
• Monthly CENT Targets: Achieve monthly productivity rates and targets as established by Client Experience Leadership.
• CENT Attrition Rate: Achieve and maintain a team attrition rate of 20% or less. 
• Overtime: Maintain overtime to 5% or less of total department hours

Requirements

What you need in this role to be successful: 

• You must have at least 1+ years of experience working within the REE Medical Operations Department, this can include any sub-department within Operations. This also can include past VLS time and experience.  
• You must have at least 1 year of supervisory experience with a team of 4 or more.
• Experience in managing people in a remote or healthcare setting is a plus.  
• Strong leadership skills and goal-driven approach, with the ability to motivate and inspire teams towards achieving common goals. 
• Excellent communication and interpersonal abilities, with a focus on building and maintaining relationships with internal and external stakeholders. 
• Proficiency in data analysis and reporting, with the ability to leverage technology to drive process improvements. 
• Experience within the VA Disability Industry outside of REE is a plus.  
• Experience navigating changing priorities and leading teams through time of change.  
• Excellent analytical, project management, and problem-solving abilities, capable of handling multiple priorities in a fast-paced environment with an eye for continuous improvement and operational efficiency.  
• Ability to think strategically while still maintaining a detail-oriented, self-motivated, and well-organized mindset.  
• High school diploma or equivalent required. 

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $28-31.25 an hour. Depending on Experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.



REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.