Supervisor, Customer Service

Supervisor, Customer Service manages daily performance and activities of the Customer/Provider Service call center representatives to ensure customer satisfaction and attainment of KPIs. Responsibilities include handling inbound calls from physicians, hospitals, and medical provider representatives; mentoring Team Leaders and SMEs; monitoring call center metrics, quality assurance scores, and productivity; supporting the Customer Service Manager with performance reports and training initiatives; staffing and scheduling to meet KPI targets; conducting quality monitoring and coaching sessions; providing support to representatives; managing special projects and resource allocation; collaborating with Network management, Account Managers, and Sales to gather feedback and improve service performance; conducting impact analyses of operational changes; participating in initiatives to improve customer satisfaction and business performance; and supporting other departments as directed by management. Essential qualifications include experience in a high-volume call center, claims inquiry/review procedures, medical terminology knowledge, HIPAA confidentiality, a Bachelor’s degree preferred but not required, HS diploma or GED, experience managing teams, proficiency with ACD systems and healthcare IT tools, QA experience, and multi-channel capabilities. The posting also notes the organization and mission of Brighton Health Plan Solutions and issues a caution about job-alert fraud. The role requires a supervisor who can lead, coach, and optimize call center operations in a healthcare context.