Remote)

NorthBay Health•Fairfield, CA

6h•Hybrid

About The Position

At NorthBay Health, the Supervisor of Customer Service is responsible for the daily operations and supervision of Customer Service functions within the Patient Financial Services department. Oversees staff and are responsible for inbound and outbound patient communications, account inquiries, and service support functions. Ensures a high-quality customer experience, timely resolution of patient and payer inquiries, and efficient handling of all customer service workflows. Provides leadership, training, and performance oversight to ensure compliance with organizational standards, regulatory requirements, and productivity goals. Builds and maintains processes that support accurate account handling, effective communication, and a seamless patient financial experience.

Requirements

Demonstrates NorthBay Health’s True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence. These values guide behavior, accountability, teamwork, and commitment to high-quality patient care.

Responsibilities

Supervise daily Customer Service operations, ensuring service levels, productivity, quality, and customer experience standards are consistently met.
Lead, coach, and develop staff through hiring, training, performance management, and ongoing feedback.
Serve as escalation point for complex patient inquiries, billing issues, and service recovery situations.
Monitor and manage call center performance metrics (e.g., AHT, ASA, abandonment rate, quality scores) and adjust staffing and workflows to meet service level targets.
Ensure timely, accurate, and compliant handling of all patient interactions, including phone and electronic communications.
Drive resolution of patient complaints, billing discrepancies, and account issues while identifying root causes and trends.
Oversee accurate documentation of account activity to ensure compliance with regulatory and organizational standards.
Analyze KPIs and operational data to identify trends, improve performance, and enhance patient financial experience.
Develop and implement workflows, policies, and process improvements to increase efficiency, reduce errors, and support revenue cycle outcomes.
Partners with internal departments, physicians, payers, and vendors to resolve issues and improve end-to-end processes.
Collaborate with leadership and IS teams to optimize system functionality, reporting, and automation.
Lead initiatives that support denial prevention, cash acceleration, and overall revenue cycle performance.
Conduct regular audits and quality reviews to ensure adherence to policies, procedures, and regulatory requirements.
Support special projects and organizational initiatives as assigned.