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For the position I'm being promoted into. It's a new position but pretty much exactly what I do now with a better title and a lot more responsibility (I'll be managing other areas in addition to the one I manage now).
What do you think? It's really just a bunch of esoteric bullcrap and ultimately doesnt matter what the JD says. I do whatever they assign as my responsibility. The most important thing past that is the compensation for doing so IMO.
Job Title: Director of Customer Service
EXEMPT (Y/N): Yes DEPARTMENT: Behavioral Health
LOCATION: Brookfield DIVISION: Commercial
DATE: 08/12/08 SUPERVISOR: VP COM Operations
APPROVED BY:
SUMMARY OF RESPONSIBILITIES
This position is responsible for the oversight of the Customer Service functions within the Commercial Division. Areas of responsibilities include: assignment of staff, overseeing recruitment and hiring, completion of performance reviews, and ensuring that the Department consistently meets all performance measures.
ESSENTIAL DUTIES INCLUDE THE FOLLOWING: (Other duties may be assigned.)
Oversee Customer Service operations including direct supervision of the department’s management staff
Monitor the performance of the department as it relates to contractual standards and guarantees.
Responsible for accuracy and content of all performance reports to both internal and external customers
Ensure that all internal and external performance goals are met and/or exceeded.
Develop and implement necessary operational procedures to ensure performance goals are met and quality service is being delivered to the client and members.
Identify areas in need of quality improvement through audit activities and tracking key metrics of the department.
Provide leadership and represent the Customer Service department in Audits, Quality Improvement activities, and accreditation efforts.
Ensure proper staffing for the Customer service area by assessing staffing needs and productivity on an ongoing basis.
Monitor staff activity for compliance with policies and procedures, program documents and processes.
Allocate proper resources for special projects as deemed necessary.
Prepare special report requests.
Work in conjunction with other APS department management staff to develop and employ cohesive end-to-end workflows within the organization.
What do you think? It's really just a bunch of esoteric bullcrap and ultimately doesnt matter what the JD says. I do whatever they assign as my responsibility. The most important thing past that is the compensation for doing so IMO.
Job Title: Director of Customer Service
EXEMPT (Y/N): Yes DEPARTMENT: Behavioral Health
LOCATION: Brookfield DIVISION: Commercial
DATE: 08/12/08 SUPERVISOR: VP COM Operations
APPROVED BY:
SUMMARY OF RESPONSIBILITIES
This position is responsible for the oversight of the Customer Service functions within the Commercial Division. Areas of responsibilities include: assignment of staff, overseeing recruitment and hiring, completion of performance reviews, and ensuring that the Department consistently meets all performance measures.
ESSENTIAL DUTIES INCLUDE THE FOLLOWING: (Other duties may be assigned.)
Oversee Customer Service operations including direct supervision of the department’s management staff
Monitor the performance of the department as it relates to contractual standards and guarantees.
Responsible for accuracy and content of all performance reports to both internal and external customers
Ensure that all internal and external performance goals are met and/or exceeded.
Develop and implement necessary operational procedures to ensure performance goals are met and quality service is being delivered to the client and members.
Identify areas in need of quality improvement through audit activities and tracking key metrics of the department.
Provide leadership and represent the Customer Service department in Audits, Quality Improvement activities, and accreditation efforts.
Ensure proper staffing for the Customer service area by assessing staffing needs and productivity on an ongoing basis.
Monitor staff activity for compliance with policies and procedures, program documents and processes.
Allocate proper resources for special projects as deemed necessary.
Prepare special report requests.
Work in conjunction with other APS department management staff to develop and employ cohesive end-to-end workflows within the organization.
