Supervisor, Customer Service
On-siteChapel Hill, North Carolina, United States
Job Summary
Manage the daily performance and activities of Customer and Provider Service call center representatives by handling inbound calls from physicians, hospitals, and medical provider representatives. Monitor team metrics, quality assurance scores, and productivity reports while adjusting staffing levels to meet department KPIs. Support Team Leaders and SMEs through mentorship, resolve caller escalations, and conduct quality call monitoring review sessions to coach performance and identify training needs. Collaborate with Network management, Account Managers, and Sales teams to gather feedback and execute strategies for call reduction and service improvement.
Required Qualifications
- HS diploma or GED
- experience in a high volume call center
- experience with claims inquiry and claims review procedures
- knowledge of medical specialties
- knowledge of fee schedules
- knowledge of complaints and appeals
- knowledge of call center responsibilities
- Previous experience in a physician's office, group practice, clinic or hospital based practices
- General knowledge of medical terminology
- General knowledge of medical specialties
- General knowledge of HIPAA Confidentiality laws
- Bachelor's degree preferred, but not required
- Prior experience managing teams in a customer call center
- Experience managing call center volume through use of ACD systems
- Previous experience in quality call monitoring and performance coaching, counseling and progressive discipline
- Proficiency in healthcare transactions systems
- Proficiency in CRMs
- Proficiency in quality call tools
- Proficiency in monitoring systems
- Ability to create staffing schedules
- Ability to analyze call center volume
- Ability to analyze call center trends
- Knowledge of basic computer operations
- Intermediate knowledge of Microsoft Office including Word, Excel, Access, Powerpoint and Outlook
- Strong time management skills
- Knowledge of CPT codes
- Knowledge of ICD-9
- Knowledge of managed care procedures
- Knowledge of claims payment policies
- Courteous with strong customer service orientation
Desired Qualifications
- Previous multi-channel experience (i.e. voice, email, and chat) a plus
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