Customer Service Supervisor

SARL ARTILEC; Corvallis (OR); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead a dedicated team of Member Care Specialists. This role involves overseeing daily operations, ensuring exceptional customer service, and managing escalations effectively. The ideal candidate will have a strong background in healthcare management and customer service, with the ability to communicate effectively and build relationships. Join a dynamic environment where you can make a significant impact on client satisfaction and team performance. If you thrive in a fast-paced setting and are passionate about healthcare, this opportunity is perfect for you.

Qualifications

• 3+ years of healthcare supervisor experience, with 1 year in healthcare.
• Strong understanding of CPT codes and medical terminology.

Responsibilities

• Supervise a team of Member Care Specialists and manage daily workloads.
• Handle escalations and ensure compliance with HIPAA and data privacy laws.

Skills

Healthcare Management

Customer Service

Communication Skills

Data Privacy Knowledge

Microsoft Office Proficiency

Education

Bachelor's Degree in Healthcare Management or related field

Tools

HealthEdge

Javelina

Web-based Applications

Job description

Join to apply for the Customer Service Supervisor role at SARL ARTILEC.

We are looking for a Customer Service/Member Care Supervisor!

The Supervisor will be responsible for supervising a team of Member Care Specialists (MCSs). This position will work closely with the Manager/Director for coaching and mentoring the team. The Supervisor is the first point of escalation and is expected to manage the day-to-day workload and client logs daily. As this role is client-facing, the Supervisor must be confident in presenting and discussing customer service updates during weekly meetings. The Supervisor will provide the highest-level customer service support to members and providers regarding benefits, eligibility, and claims reimbursement via inbound calls, outbound calls, email, and fax.

Responsibilities include:

• Supervise the activities of the team, providing direction and guidance on work assignments.
• Ensure team performance goals and client SLA’s are met.
• Assess individual training needs on an ongoing basis.
• Instruct and inform new team members.
• Handle escalations, customer inquiries, and complaints, ensuring appropriate follow-up.
• Stay current with business, technology, content knowledge, processes, procedures, and client understanding.
• Build effective working relationships with peers, team members, managers, and clients/customers.
• Support other Supervisors/Team Leads as needed within scope.
• Complete daily projects and perform additional duties as requested.
• Comply with all regulatory and company policies, including HIPAA, Data Privacy laws, and data security requirements.
• Answer overflow inbound/outbound calls, emails, and faxes.
• Track and report volume, metrics, and escalations.
• Compile data for client presentations.

Qualifications:

• Minimum of 3 years healthcare supervisor/management experience, with at least 1 year in healthcare sector.
• At least 2 years of successful customer service experience in a TPA, health, insurance, or benefits industry.
• Experience in HealthEdge or Javelina preferred.
• Knowledge of CPT codes, ICD-9/ICD-10 coding, and medical terminology.
• Ability to provide high-level support to members and providers.
• Strong professional communication skills, both written and verbal.
• Understanding of data privacy regulations, with willingness to learn and adhere to HIPAA and Data Privacy laws.
• Proficiency in Microsoft Office and web-based applications.
• Ability to learn new proprietary computer systems.

Skills & Leadership Behaviors:

• Strategic Thinking: Ability to identify patterns and guide future actions effectively.
• Flexibility/Working through Ambiguity: Energized by new experiences, considering different viewpoints to arrive at practical solutions.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Construction