Supv Customer Service - Revenue Cycle - Full Time

SolutionHealth • Nashua, NH

11d • Hybrid

About The Position

The Supervisor, Customer Service plays a critical role in supporting high-quality customer service delivery across Southern New Hampshire Health. This role oversees daily operations, staff performance, escalations, workflow optimization, and patient experience initiatives. The supervisor serves as the primary point of contact for internal and external escalations, partnering closely with R1 and cross-functional stakeholders to ensure timely, accurate, and compassionate service.

Requirements

• Associate’s degree required (two additional years of relevant experience may substitute).
• 3–5 years of experience in customer service, vendor management, or related work within a hospital, physician office, or insurance/provider setting.
• Knowledge of medical insurance, billing processes, HIPAA, and compliance standards.
• Understanding of workflow optimization and process improvement methodologies.
• Strong organizational skills, attention to detail, and follow-through.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite and data analysis tools.
• Ability to thrive in a fast-paced, high-volume call environment.
• Strong multitasking, prioritization, and cross-department collaboration skills.
• Ability to build strong interpersonal relationships and maintain professional communication.
• Demonstrated accountability and proactive problem-solving.

Nice To Haves

• Bachelor’s degree preferred.
• EPIC billing experience preferred.

Responsibilities

• Monitor daily SNHH customer service performance and ensure compliance with service standards.
• Lead weekly and monthly customer service team meetings to review metrics, address concerns, and share updates.
• Serve as the primary point of contact for R1 escalations and collaborate with R1 leaders to resolve complex patient issues.
• Audit patient calls to ensure accuracy, compliance, and alignment with best practices.
• Manage escalation support activities, including EzTrack follow-up, call review, coaching, and documentation.
• Handle internal patient escalations, triaging concerns and coordinating resolution with internal stakeholders.
• Track recurring issues and implement long-term corrective actions.
• Review accounts pending bad debt and charity for accuracy and processing.
• Validate and approve patient refund requests in Workday.
• Train staff on policies, workflows, and best practices; maintain SOPs and process documentation.
• Analyze and optimize workflows to improve efficiency and reduce recurring issues.
• Create and present reports on performance trends, timelines, and operational impact.
• Participate in weekly R1 meetings to discuss escalations, trends, and improvement opportunities.
• Conduct root-cause analysis on escalated cases and recommend preventive measures.
• Run productivity and call volume reports to support staffing and performance assessments.
• Supervise Patient Relations Representatives, including assigning work, onboarding, coaching, and performance reviews.
• Collaborate across departments to improve patient experience and enhance communication workflows.

Benefits

• Health, dental, prescription, and vision coverage for full-time & part-time employees
• Life insurance
• Short- and long-term disability
• Flexible Spending Accounts (FSA)
• Competitive pay
• Tuition Reimbursement
• Nursing Student Loan Paydown Program
• 403(b) Retirement Savings Plan
• Education & paid training for continued career growth & So much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees