Customer Service Supervisor

Guidehouse•Birmingham, AL

3d•$59,000 - $98,000•Onsite

About The Position

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future.

Requirements

Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree)
Five years of prior relevant experience in Customer Service, Leadership, or Banking
Of the five years of relevant experience required, a minimum of two years must include people management experience

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