Contact Center Supervisor

Carelinc Medical Equipment•Grand Rapids, MI

1d•Onsite

About The Position

CareLinc is looking for a customer-focused and team-driven Contact Center Supervisor to join our team! If you’re passionate about delivering exceptional customer service, supporting a high-performing team, and keeping day-to-day contact center operations running smoothly—this could be the perfect opportunity for you.

Requirements

High school diploma or GED required.
Strong verbal and written communication skills.
Pleasant, professional, and customer-focused personality.
Strong organizational skills and attention to detail.
Ability to effectively communicate with customers, clients, and employees in one-on-one and small group settings.
Ability to solve practical problems and manage situations involving multiple variables.
Basic knowledge of computers and office equipment.
Ability to learn and maintain knowledge of Medicare, Medicaid, and third-party payer requirements.
Ability to effectively prioritize and delegate responsibilities in a fast-paced environment.

Nice To Haves

One year of experience in home medical equipment preferred.
Knowledge of medical terminology preferred.
Previous leadership or supervisory experience is preferred.

Responsibilities

Oversee daily customer referral and intake operations while ensuring a friendly, courteous experience for customers and their families.
Coordinate with internal departments to ensure customer orders and services are handled accurately and efficiently.
Receive customer and referral requests and complete the necessary paperwork for equipment services.
Verify medical necessity, insurance coverage, and physician orders for insurance-assigned services while maintaining accurate records.
Prepare and coordinate documentation for the billing department to support insurance requirements.
Monitor Cisco Finesse operations, including call activity, hold times, idle times, and not-ready times.
Monitor team performance and ensure direct reports are meeting established call goals and performance expectations.
Handle customer and referral complaints and work to resolve concerns professionally and effectively.
Work closely with company leadership to achieve company goals and objectives while supporting Quality Statement Standards, Quality Objectives, and Medicare Quality Standards.
Support interviewing, hiring, onboarding, training, competency assessments, performance evaluations, discipline, and employee engagement.
Delegate responsibilities effectively and ensure assigned tasks are completed accurately and timely.
Assist with performance improvement activities and initiatives.
Provide operational support in the manager’s absence, including approving time punches, submitting timecards, processing expense reports, and managing petty cash according to company protocol.
Maintain knowledge of and compliance with current company policies, procedures, and applicable requirements.