Supervisor Customer Service

Brighton Health Plan Solutions is seeking an experienced Customer Service Supervisor to manage the company’s service operations for members and providers in a high traffic call center. The Supervisor will oversee call center representatives, ensuring customer satisfaction and achievement of departmental KPIs by monitoring performance metrics and staffing levels.

Responsibilities:

• Handle inbound calls from physicians, hospitals and other medical provider representatives
• Support and mentor the Team Leaders and SMEs as needed
• Handle caller escalations and resolve as needed
• Continually monitor the teams call center metrics, quality assurance scores and productivity reports
• Assist the Customer Service Manager with performance reports, QA review sessions and re-training initiatives
• Manage departmental call activity and ensure appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators)
• Answer and handle call center calls when needed to ensure meeting KPI levels
• Conduct quality call monitoring review sessions with the Customer Service Manager to coach performance and identify additional training needs
• Provide support to customer service representatives as needed
• Manage special projects and allocate resources as needed
• Collaborate with Network management team, Account Managers and Sales teams to gather feedback to enhance service performance
• Conduct impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation
• Participate in activities designed to improve customer satisfaction and business performance
• Work with Customer Service Manager and Director to identify call reduction efforts and execute strategies accordingly
• Support projects and other departments in completing tasks when directed by management

Requirements:

• Experience in a high volume call center
• Experience with claims inquiry and claims review procedures
• Knowledge of medical specialties, fee schedules, complaints and appeals and call center responsibilities
• Previous experience in a physician's office, group practice, clinic or hospital based practices
• General knowledge of medical terminology, medical specialties and HIPAA Confidentiality laws
• HS diploma or GED is 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, CRMs, quality call tools and monitoring systems
• Ability to create staffing schedules and analyze call center volume, 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, ICD-9
• Ability to learn quickly
• Knowledge of managed care procedures, claims payment policies
• Courteous with strong customer service orientation
• Bachelor's degree preferred, but not required
• Previous multi-channel experience (i.e. voice, email, and chat) a plus