Customer Service Supervisor - UPA Revenue Cycle Management

University Physicians' Association•Knoxville, TN

About The Position

Position Summary: The Customer Service Supervisor oversees the daily operations of the customer service call center team responsible for patient account inquiries, billing questions, and payment resolution. This role ensures exceptional customer experience, compliance with billing regulations, and achievement of performance metrics related to call handling, collections, and patient satisfaction. Job Duties: This description is a general statement of required major duties and does not exclude other duties as assigned: Supervise daily call center operations, ensuring timely response to inbound calls, emails, and patient inquiries related to billing and insurance. Monitor call volumes, hold times, and service quality to maintain established performance standards. Coach, mentor, and evaluate team members through regular feedback, performance reviews, and quality monitoring. Serve as the first point of escalation for complex or sensitive patient account issues. Ensure accurate and compliant communication of billing, insurance, and payment information in accordance with HIPAA and company policy. Collaborate with billing, payment posting, and collections teams to resolve account discrepancies and streamline workflow. Assist in developing and maintaining standard operating procedures and training materials for customer service operations. Manage and prepare accounts for collection agency placement. Prepare and analyze performance reports, call statistics, and productivity metrics. Recommend process improvements to enhance efficiency, accuracy, and the overall patient experience. Assist in hiring, onboarding, and continuous training of new representatives. Stay current on payer policies, billing guidelines, and regulatory updates impacting patient financial communications. Physical Demands: Requires sitting and standing associated with a normal office environment. Manual dexterity needed for using a calculator and computer keyboard. Light lifting could be required.

Requirements

Requires High School education or equivalency, medical courses or college preferred.
Experience in healthcare revenue cycle operations and supervisory experience preferred.
Ability to work in a dynamic environment and manage multiple priorities.
Strong understanding of the full healthcare revenue cycle process.
High level of professionalism, empathy, and customer service orientation.
Excellent communication and presentation skills.
Ability to lead and mentor others while adapting styles for different learning needs.
Proficiency in Microsoft Office applications and revenue cycle systems.
Ability to simplify complex concepts into clear, actionable training content.
Strong organizational, analytical, and problem-solving skills.
Demonstrates the ability to work with others daily.

Nice To Haves

medical courses or college preferred.
Experience in healthcare revenue cycle operations and supervisory experience preferred.

Responsibilities

Supervise daily call center operations, ensuring timely response to inbound calls, emails, and patient inquiries related to billing and insurance.
Monitor call volumes, hold times, and service quality to maintain established performance standards.
Coach, mentor, and evaluate team members through regular feedback, performance reviews, and quality monitoring.
Serve as the first point of escalation for complex or sensitive patient account issues.
Ensure accurate and compliant communication of billing, insurance, and payment information in accordance with HIPAA and company policy.
Collaborate with billing, payment posting, and collections teams to resolve account discrepancies and streamline workflow.
Assist in developing and maintaining standard operating procedures and training materials for customer service operations.
Manage and prepare accounts for collection agency placement.
Prepare and analyze performance reports, call statistics, and productivity metrics.
Recommend process improvements to enhance efficiency, accuracy, and the overall patient experience.
Assist in hiring, onboarding, and continuous training of new representatives.
Stay current on payer policies, billing guidelines, and regulatory updates impacting patient financial communications.