Customer Service - Supervisor Customer Service Medicare 105-4004
On-site · Tulsa, Oklahoma, United States
Job Summary
Supervisor overseeing a team of Customer Service Representatives in a Medicare/healthcare setting. Builds and mentors a team, provides ongoing coaching to ensure exceptional member/provider/customer interactions, and drives adherence to CMS regulations, department standards, and performance metrics. Responsible for hiring/training CSRs, monitoring call center performance, delivering coaching and development, identifying process improvements, and leading change initiatives. Partners with management to analyze data, optimize customer satisfaction, and communicate changes to staff. Requires strong leadership, coaching ability, problem-solving, and effective communication in a fast-paced, regulated environment.
Required Qualifications
- Thorough knowledge of CMS regulations for MAOs as related to customer service functions
- Proficiency with technology, especially computers, software applications and phone systems
- Excellent problem solving, leadership and customer service skills
- Analytical, efficient, and thorough
- Demonstrated ability to coach, train and motivate employees and evaluate their performance
- Exceptional verbal and written communication skills
- Ability to read, analyze and interpret complex documents including health benefit manuals
- Ability to remain calm and courteous under pressure and navigate tense situations
- Successful completion of Health Care Sanctions background check
- High School diploma or equivalent; Bachelor’s degree preferred
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