Supervisor, Customer Service

Ensemble Health Partners provides technology-enabled revenue cycle management solutions for health systems, hospitals, and affiliated physician groups. The Customer Service Supervisor provides frontline leadership for a customer service team by overseeing performance, coaching associates, monitoring quality and productivity, resolving escalated issues, and supporting operational improvements.

Responsibilities:

• Provide daily leadership, coaching, and support to Customer Service associates to ensure performance expectations, quality standards, and service level goals are met
• Monitor team productivity, call quality, customer interactions, and workflow performance to identify coaching opportunities and operational trends
• Conduct regular one-on-one meetings, performance discussions, and development conversations to support associate growth, engagement, and accountability
• Serve as an escalation point for complex customer concerns, account issues, service challenges, and operational barriers requiring supervisor review or intervention
• Support performance management processes, including documentation, corrective action, recognition, and follow-up as appropriate
• Partner with leadership, quality, training, and operational teams to address process gaps, improve consistency, and support client and departmental priorities
• Assist with onboarding, training reinforcement, and ongoing development of associates to ensure understanding of policies, procedures, systems, and service expectations
• Review and analyze performance metrics, quality results, service level trends, and associate outcomes to drive continuous improvement
• Promote a positive associate experience by fostering communication, collaboration, professionalism, and a culture of accountability
• Ensure team adherence to company policies, compliance requirements, revenue cycle procedures, and customer service standards
• Perform other duties as assigned to support operational priorities, client needs, and business continuity

Requirements:

• High school diploma or GED required
• Experience in physician and hospital operations, compliance and provider relations
• Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require
• Strong leadership, coaching, communication, and interpersonal skills
• Ability to hold associates accountable while supporting engagement, development, and performance improvement
• Strong problem-solving, critical thinking, and decision-making skills in a fast-paced environment
• Ability to research, resolve, and escalate complex customer service or account-related issues appropriately
• Strong attention to detail and ability to evaluate performance data, quality results, and operational trends
• Ability to collaborate effectively with internal teams, leaders, and business partners to support department goals
• Proficiency with Microsoft Office tools and ability to learn call center, customer service, and revenue cycle systems
• Commitment to professionalism, compliance, confidentiality, and excellent customer service
• Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States
• associate's or bachelor's degree preferred
• Minimum of 2–3 years of customer service, call center, healthcare, revenue cycle, patient financial services, or related experience preferred
• Prior leadership, team lead, supervisory, coaching, or performance management experience preferred
• Working knowledge of healthcare revenue cycle processes, billing, insurance, payments, account resolution, or patient financial services preferred