Supervisor, Healthcare Customer Service

Performant Healthcare, Inc. is a leading healthcare intelligence company that has recently been acquired by Machinify. They are seeking a Healthcare Customer Service Supervisor to oversee daily operations and team supervision, ensuring high-quality service to clients and effective team performance.

Responsibilities:

• Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company
• Ensures smooth workflow for successful completion of customer service activities with high quality
• Interfaces with other internal departments and subject matter experts as needed to resolve issues and communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner
• Provides answers and handles escalation from team members; handles escalated questions from providers and resolves issues via phone and written correspondence
• Drives research, analysis and resolution of questions and issues that arise
• Provides training and support to new team members as well as all CSS team for any new or changing workflows or requirements
• Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency and consistency of department output
• Assists management with establishing and communicating goals and expectations to team members
• Review team members’ performance on a regular basis and provides direction, coaching, and training to maximize the efficiency and results workflow process of the team(s)
• Prepares and conducts annual staff performance reviews with support of management, and provides input to recommendations for transfer, promotion, termination, etc. of the team members
• Resolves problems within the team and promotes collaboration and teamwork to ensure efficient, effective, team performance
• Conducts regular meetings and communicates effectively with the team
• Analyzes individual staff performance, attendance, compliance, work behaviors and adherence to policies; identifies individual and group issues and trends; communicates results and recommendations to the next level of management; and partners with management and HR to address accordingly
• Reviews and approves scheduled time off requests, timecards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems. Monitors attendance and effectively raises and addresses concerns in collaboration with the next level management and HR
• Follows and complies with company policies, processes and procedures
• Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure training applicable for position
• Maintain policy and procedure documents as well as contribute to the development and/or improvement of workflows and procedures based upon changing requirements
• Maintain a current knowledge of all Medicare rules, regulations, policies and procedures, and contract requirements

Requirements:

• High school degree or GED required
• Some college AS or BS degree is plus
• Minimum 6 years progressive customer service experience in the medical or health insurance field
• Minimum 1+ years prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff
• Thorough working knowledge of CPT/HCPCs/ICD-9/ICD-10 coding
• Strong verbal and written communication skills; Ability to communicate professionally with internal and external audiences
• Excellent interpersonal skills: Ability to maintain professionalism and composure in difficult interactions or conflict as well as builds credibility and trust
• Solid supervisory skills: ability to effectively assess skills, transfer knowledge/skills to others and lead/direct the work of others
• Ability to handle any non-standard situations that may arise applying good judgment and decision-making skills
• Strong understanding of customer service policies and processes; healthcare Provider customer service background with demonstrated ability to adapt and document workflow as needed in a dynamic growth environment
• Possess knowledge of Medicare rules and regulations
• Demonstrated knowledge and skills in medical claims processing and/or billing experience required to perform job duties
• Experience in some capacity of medical claim quality assurance, or past demonstrated experience in a QA function
• Good problem-solving and analytical skills; ability to identify and resolve root-cause
• Able to maintain confidentiality of sensitive data
• Solid desktop system skills; strong use of standard Microsoft office applications including strong Excel skills; and adept in quickly adapting to use of various business systems and applications
• Proven attention to detail and excellent organization skill
• Ability to successfully perform function with minimum supervision
• Time management skills to effectively manage diverse workload while completing work within allocated time frames in a fast-paced dynamic environment. Ability to adapt to changes easily and assist others to do so