EBO - Customer Service Supervisor

Med A/Rx•Charlotte, NC

8d•$50,000 - $52,000•Onsite

About The Position

This role is responsible for driving team performance through goal setting, KPI tracking, coaching, and ongoing support. It provides training, handles escalations, coordinates with IT, and manages administrative tasks to ensure smooth daily operations. The position also interacts with clients through meetings and reporting, representing the team’s performance and needs.

Requirements

High school diploma or GED required.
Proficiency with Microsoft Office applications and the ability to learn and navigate multiple systems used for communication, reporting, timekeeping, and performance management.
Strong written communication, organizational, and documentation skills.
Minimum of two (2) years of experience in a healthcare, revenue cycle management (RCM), financial services, customer service, contact center, or other service-driven environment.
Demonstrated ability to manage multiple priorities, exercise sound judgment, and maintain professionalism in a fast-paced environment

Nice To Haves

Experience supervising, coaching, mentoring, or leading employees in a contact center, healthcare, customer service, or other performance-driven environment.
Revenue Cycle Management (RCM) experience, including healthcare billing, insurance, collections, patient financial services, or related functions.
Experience serving as a Team Lead, Trainer, Subject Matter Expert (SME), Mentor, or similar role involving employee support and informal leadership, including familiarity with performance metrics, employee coaching, and development.
Familiarity with healthcare systems such as Epic, Cerner, or other electronic health record (EHR) and revenue cycle platforms.

Responsibilities

Establish team goals, monitor key performance indicators (KPIs), provide regular coaching and feedback, recognize achievements, and support employee engagement and development.
Facilitate onboarding and ongoing training, answer questions, remove barriers to success, and serve as a resource for team members on processes, systems, and client requirements.
Participate in client meetings as assigned, provide operational updates, assist with reporting, and help ensure service level expectations are consistently met.
Handle customer and client escalations, conduct supervisor call support when needed, de-escalate challenging situations, and provide coaching based on call observations and quality findings.
Partner with internal support teams to resolve system-related issues, submit and monitor IT requests, and assist team members with access, equipment, and technology challenges.
Review and respond to operational communications, monitor attendance and timekeeping, maintain documentation, and support day-to-day departmental operations.