Customer Service Supervisor

Guidehouse • Birmingham, AL

3d

About The Position

Directly supervise daily and weekly goals as assigned by the manager. Monitor staff-level trends and provide feedback to the Customer Service Manager. Monitor staff time and attendance. Provide monthly staff performance reviews. Build and manage staff performance improvement plans. Assist in dialer configuration logic. Alert the customer service analyst to real-time swings outside of acceptable variation. Provide at-the-elbow support to all customer service representative staff. Facilitate team huddles. Review department call statistics and reports and discuss findings collectively and individually. Review staff quality assurance findings and meet with staff to reinforce training. Ensure department job aid, procedures and training materials are updated, where necessary. Approve patient budget plans. Resolve escalated patient complaints and return patient calls. Facilitate resolution by referring the matter to the issue/content expert. Communicate with other organizational departments to ensure proper handling of patient accounts. Communicates unresolved issues to management timely and performs other duties as assigned by manager or director. Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure

Requirements

• Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree)
• Five (5) years of prior relevant experience in Customer Service, Leadership, or Banking
• Minimum of two (2) years leading/supervising others

Nice To Haves

• Bachelor’s Degree
• Knowledge of the Fair Debt Act Law and managed care billing
• CPC or other coding certification
• Dialer experience preferred

Responsibilities

• Directly supervise daily and weekly goals as assigned by the manager.
• Monitor staff-level trends and provide feedback to the Customer Service Manager.
• Monitor staff time and attendance.
• Provide monthly staff performance reviews.
• Build and manage staff performance improvement plans.
• Assist in dialer configuration logic.
• Alert the customer service analyst to real-time swings outside of acceptable variation.
• Provide at-the-elbow support to all customer service representative staff.
• Facilitate team huddles.
• Review department call statistics and reports and discuss findings collectively and individually.
• Review staff quality assurance findings and meet with staff to reinforce training.
• Ensure department job aid, procedures and training materials are updated, where necessary.
• Approve patient budget plans.
• Resolve escalated patient complaints and return patient calls.
• Facilitate resolution by referring the matter to the issue/content expert.
• Communicate with other organizational departments to ensure proper handling of patient accounts.
• Communicates unresolved issues to management timely and performs other duties as assigned by manager or director.
• Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level