Customer Solutions Supervisor

Description

Why Bardavon?

At Bardavon, we treat our people right.

We hire exceptional people who are exceptional at their jobs. We are dreamers. We are driven, idealistic, committed, and optimistic. As a company, we are irreverent about the status quo and confident in our ability to change the Workers’ Compensation industry and healthcare in America.

What You’ll Do:

The Customer Solutions Supervisor plays a key leadership role in overseeing a team of Customer Service Advocates (CSAs) responsible for scheduling within Bardavon’s provider network. This role ensures the team meets scheduling service level agreements (SLAs), provides high-quality service to stakeholders, and continuously improves operational efficiency. The Customer Solutions Supervisor is a process-driven professional with strong business acumen and the ability to coach, motivate, and guide a remote or hybrid team.

• Lead and supervise the Customer Service Advocate team, ensuring timely and accurate scheduling within the 3-business-day SLA.
• Oversee daily referral processing coverage, ensuring adequate staffing across time zones and adjusting for team availability or unforeseen absences
• Monitor team performance and workload capacity, rebalancing responsibilities as needed to maintain high productivity and meet KPIs.
• Train, coach, and mentor team members to strengthen their knowledge of SOPs, enhance customer interactions, and apply sound judgment in dynamic situations.
• Provide quality assurance through routine audits, performance evaluations, and constructive feedback.
• Act as an escalation point for complex or critical customer issues, ensuring timely and satisfactory resolution.
• Identify workflow inefficiencies or process bottlenecks, propose actionable improvements, and support implementation efforts across departments.
• Audit cases to identify trends and performance gaps; collaborate with Business Development Executives and other key leaders to remove barriers and support client satisfaction and retention.
• Develop deep expertise in client-specific service handling instructions (SHIs) and preferences; guide team alignment to maintain and strengthen client relationships.
• Build cross-functional relationships with leaders in other departments to address provider or stakeholder escalations.
• Assist in the development and refinement of SOPs, team training materials, and quality standards.
• Organize and lead team meetings and huddles to align goals, share updates, and reinforce team engagement.
• Manage support tasks including void request approvals, ticket resolution, and process exceptions.
• Partner with Technology and SRA teams to drive continuous improvements in extended network scheduling and platform performance.
• Contribute to department-wide and cross-functional projects as assigned.
• Other projects and work as assigned.

Must Have’s:

• Bachelor’s degree in Business Administration or related field preferred (equivalent work experience will be considered).
• Minimum of 3 years of experience in a customer service, operations, or scheduling-related role; prior supervisory experience strongly preferred.

Nice To Have’s:

• Exceptional communication and interpersonal skills, with the ability to build trust and influence across teams and levels.
• Strong organizational, problem-solving, and analytical skills with attention to detail.
• Proven ability to lead through change, foster team development, and maintain a high-performing culture.
• Familiarity with metrics-driven environments and comfort working in a fast-paced, service-oriented setting.

Compensation:

• The range of base salary for this role is between $68,000-$80,000 plus benefits. Please note that base salary is a guideline and will vary based on factors such as work location, qualifications, skill level, and competencies. Additionally, salary is just one component of Bardavon’s total rewards package. Depending on the role, employees may also be eligible for a bonus program and/or incentive pay.

Timeline:

• Our Talent Acquisition team will review your resume and respond.
• If there is a match, we will give you a call.
• If there is not a match, we promise to let you know and will stay in touch for future roles.

We do Workers’ Comp differently.

Bardavon Health Innovations is a proactive Workers’ Compensation partner that connects all stakeholders to better manage claims and offer work readiness solutions through rehabilitation therapy. We share a holistic analysis of the claim so America’s injured workers can achieve optimized outcomes and return to full-duty employment.

Bardavon offers a complete benefits package, including medical, dental, and vision insurance; 401(k) with company match; and generous paid time off.

EOE M/F/D/

Qualifications