MUSCP - Customer Service Supervisor

Medical University of South Carolina•Charleston, SC

About The Position

The Supervisor, Customer Service is responsible for the daily operations and supervision of employees in the Customer Service Call Center, will facilitate daily work assignments, ensure training for staff, trouble-shoot issues, and participate in meetings and departmental reporting.

Requirements

Associates degree and two years of experience in related field or high school diploma or equivalent and five years of related work experience.
Experience with working knowledge of various healthcare software applications.
Must be proficient in Microsoft Office.
Knowledge of ICD9 and CPT coding along with third party billing regulations.
Excellent verbal and written communication skills as well as strong interpersonal, organizational, and analytical skills.
Continuous requirements are to perform job functions while standing, walking and sitting.
Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions.
Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.
Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted.
Lift from 36” to overhead 15 lbs.
Infrequently work in dusty areas and confined/cramped spaces.

Nice To Haves

One to two years of supervisory or team leader experience preferred.

Responsibilities

Operations Supervision: Able to monitor computer programs impacting incoming telephone activity.
Review adjustments and payments processed daily for accuracy and approval process.
Identify issues/trends in area work assignments for resolution when possible.
Assure employees have necessary resources to perform job duties.
Collaborate with IS, Training, or Help Desk on system problems, enhancements and testing of new processes.
Monitor employee performance/productivity reviewing findings with management, training staff, etc.
Review statistics with employee and make any necessary recommendations.
Develop policies and procedures for area responsibilities and update as appropriate.
Assure area employees have necessary tools, equipment and support to perform job duties.
Personnel Administration: Plans and evaluates staffing needs required to achieve UMA/Division goals and production.
Makes appropriate staffing and position duty modifications to assure work assignments completed.
Advises and conducts hiring, disciplinary actions, performance evaluations, and staff terminations.
Assesses, identifies, plans and arranges for employee training needs.
Establish work standards/expectation and assures employee performance is monitored/evaluated for accuracy and quantity.
Plans, conducts, participates in employee, team, division meetings to assure adequate communication of management, policy and procedure directives.
Provides guidance to employees on interpersonal behavior, communication skills and professional development.
Maintains weekly employee time records.
Monitors for abuse of leave privileges.
Analyzes and approves annual leave to ensure proper staffing.
Monitor and maintain reduction of division costs.
Assure compliance training is completed and adhered to.
Management: Promotes positive, productive working relationships with departmental staff and faculty.
Acts as liaison between UMA Patient Accounting Divisions and MUSC Departments.
Maintains open lines of communication to help resolve open issues with all Departments.
Handle escalated patient problems and complaints when necessary or directed by upper management.
Plan and execute monthly division meetings to provide additional forum of education for staff.
Revenue Operations: Conduct internal audits of employee productivity evaluating statistics regarding productivity standards and patient accounts for accuracy / clarity to assure handled in a timely manner.
Update annual and monthly statistical reports.