Supervisor, Reimbursement

DJO Global India Healthcare Pvt. Ltd; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Insurance

Leave benefits

Transport allowance

Nightshift allowance

Job summary

Enovis in Hyderabad is seeking a detail-oriented Supervisor – Customer Service to oversee audits of customer interactions and ensure compliance with company standards. You will identify gaps, drive improvements, and support training initiatives in a fast-moving, patient-focused environment.

You will evaluate calls, emails, chats, and other interactions, mentor junior staff, and collaborate with sales, operations, and IT to enhance the customer experience while maintaining high service levels and

Qualifications

• Must have relevant educational background in healthcare/commerce/related field.
• 2+ years experience in customer service, quality assurance, or auditing.
• Experience at Supervisor level 0-1+ year.

Responsibilities

• Conduct regular audits of customer service calls, emails, chats, and other interactions.
• Assess compliance with service protocols, scripts, and regulatory requirements.
• Evaluate customer satisfaction, communication quality, and problem-resolution effectiveness.
• Document findings and prepare audit reports for management.
• Identify trends, recurring issues, and areas for improvement.
• Collaborate with supervisors and trainers to develop corrective action plans.
• Provide feedback and coaching recommendations to enhance team performance.
• Mentor users on customer issues with professionalism and efficiency.
• Collaborate with other departments to improve customer experience.
• Prepare audit dashboard and share with senior leadership.
• Ensure compliance with company policies and industry regulations.

Skills

Excellent verbal communication

Attention to detail

Regulatory compliance knowledge

Problem-solving

Team mentoring

Night shifts flexibility

Independent decision-making

Education

BA, B.Com, B.Sc, Healthcare Management, or equivalent

Tools

CRM systems

Call monitoring tools

Auditing techniques

Job description

Who We Are

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company’s extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. For more information about Enovis, please visit www.enovis.com.

What You’ll Do

At Enovis™ we pay attention to the details. We embrace collaboration with our partners and patients and take pride in the pursuit of scientific excellence—with the goal of transforming medical technology as we know it. Because that’s how we change the lives of patients for the better. And that’s how we create better together. As a key member of the Revenue Cycle Management team, you will play an integral part in helping Enovis drive the medical technology industry forward by transforming patient care and improving patient outcomes.

Job Details

Job Title: Supervisor – Customer Service
Location: Hyderabad, India
Business Unit: Revenue Cycle Management

Role Summary

Are you detail-oriented and results-driven? We are looking for a motivated, customer-focused individual to join our team as Supervisor-Customer Service. In this role, Supervisor-Customer Service will be responsible for evaluating and monitoring customer interactions to ensure compliance with company standards, policies, and quality benchmarks. This role helps maintain high service levels by identifying gaps, recommending improvements, and supporting training initiatives. This is an incredible opportunity to work in a fast-moving, patient-focused setting amongst extraordinarily talented professionals dedicated to making life-changing innovations possible in orthopedics and beyond with brands such as DonJoy, Aircast, ProCare and Exos.

Key Responsibilities

• Conduct regular audits of customer service calls, emails, chats, and other interactions.
• Assess compliance with service protocols, scripts, and regulatory requirements.
• Evaluate customer satisfaction, communication quality, and problem-resolution effectiveness.
• Document findings and prepare detailed audit reports for management.
• Identify trends, recurring issues, and areas for improvement.
• Collaborate with supervisors and trainers to develop corrective action plans.
• Provide feedback and coaching recommendations to enhance team performance.
• To mentor users on customer issues with professionalism and efficiency.
• Collaborate with other departments (sales, operations, IT) to improve customer experience.
• Prepare audit dashboard and share with senior leadership.
• Ensure compliance with company policies and industry regulations.

Required Skills

• Excellent verbal communication skills with neutral accent and active listening.
• Attention to detail and accuracy in evaluations.
• Ability to provide constructive feedback diplomatically.
• Knowledge of compliance and regulatory requirements in customer service.
• Problem-solving and process improvement mindset.
• Ability to work independently and make decisions under pressure.
• Flexibility to work in night shifts/US time zones.
• Team player with the ability to mentor and support junior staff.
• Ability to work 5 days a week in Hyderabad office.

Qualifications

• BA, B.Com, B.Sc, Healthcare Management, or equivalent.
• Experience in customer service, quality assurance, or auditing (2+ years).
• Experience at Supervisor level 0-1+ year.
• Strong analytical and reporting skills.
• Excellent communication and observation abilities.
• Familiarity with CRM systems, call monitoring tools, and auditing techniques.

Benefits

• Medical, Life, and Accidental Insurance
• Leaves and Holidays
• Transportation Allowance/ Pick and Drop Facility
• Nightshift Allowances and Other Benefits

EQUAL EMPLOYMENT OPPORTUNITY

Enovis provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees’ beliefs and practices that do not conflict with Enovis policies and applicable law. We value the unique contributions that every employee brings to their role with Enovis.