Customer Service Supervisor (Healthcare) - Remote

SARL ARTILEC; Anniston (AL); Remote; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor in the healthcare sector to lead a team of Member Care Specialists. This remote role involves overseeing daily operations, ensuring compliance with regulations, and providing exceptional customer support. The ideal candidate will have a strong background in healthcare management, excellent communication skills, and the ability to foster a collaborative team environment. If you're passionate about improving customer experiences and leading a diverse team, this opportunity is perfect for you.

Qualifications

• 3+ years of healthcare supervisory experience required.
• Strong knowledge of data privacy regulations and medical terminology.

Responsibilities

• Supervise team activities and ensure performance goals are met.
• Handle escalations and maintain compliance with HIPAA regulations.

Skills

Healthcare Supervisory Experience

Customer Service in Health Industry

Knowledge of CPT/ICD Codes

Communication Skills

Data Privacy Knowledge

Microsoft Office Proficiency

Education

3+ years of supervisory experience

2+ years in customer service

Tools

HealthEdge

Javelina

Job description

Customer Service Supervisor (Healthcare) - Remote

Summary

Title: Customer Service Supervisor (Healthcare) - Remote

ID: 1176

Location: Houston, TX, San Francisco, CA, Cheyenne, WY, Madison, WI, Charleston, WV, Olympia, WA, Richmond, VA, Montpelier, VT, Salt Lake City, UT, Columbia, SC, Providence, RI, Harrisburg, PA, Salem, OR, Oklahoma City, OK, Columbus, OH, Bismarck, ND, Raleigh, NC, Albany, NY, Santa Fe, NM, Trenton, NJ, Concord, NH, Carson City, NV, Lincoln, NE, Helena, MT, Jefferson City, MO, Jackson, MS, St. Paul, MN, Lansing, MI, Boston, MA, Annapolis, MD, Augusta, ME

Salary Range

$60,000 - $70,000 per year

Job Type

Full-time, Contract

Description

The Supervisor will oversee a team of Member Care Specialists (MCSs), working closely with the Manager/Director for coaching and mentoring. This role involves managing daily workloads, client communication, and providing high-level customer support regarding benefits, eligibility, and claims via various communication channels. The Supervisor serves as the first escalation point and is responsible for ensuring team performance meets client SLAs, handling escalations, and maintaining compliance with all relevant regulations including HIPAA and Data Privacy laws.

Responsibilities Include:

1. Supervise team activities and provide guidance on work assignments.
2. Ensure team meets performance goals and SLAs.
3. Assess and address individual training needs.
4. Instruct and onboard new team members.
5. Handle escalations and customer inquiries effectively.
6. Maintain current knowledge of business processes and client requirements.
7. Build effective relationships with peers, managers, and clients.
8. Support other supervisors as needed.
9. Complete daily projects and additional duties as assigned.
10. Ensure compliance with all policies, including HIPAA and data security.
11. Manage overflow calls, emails, and faxes.
12. Track and report on volume, metrics, and escalations.
13. Compile data and prepare reports for clients.

Qualifications:

• At least 3 years of healthcare supervisory/management experience, with 1+ year in healthcare preferred.
• Minimum of 2 years in customer service within health, insurance, or benefits industry.
• Experience with HealthEdge or Javelina preferred.
• Knowledge of CPT, ICD-9/ICD-10 codes, and medical terminology.
• Ability to deliver high-quality support to members and providers.
• Strong written and verbal communication skills.
• Understanding of data privacy regulations (HIPAA, etc.).
• Proficiency in Microsoft Office and web-based applications.
• Ability to learn new computer systems quickly.

Skills & Leadership Behaviors:

• Strategic Thinking: Ability to identify patterns and guide future actions.
• Flexibility: Comfortable working through ambiguity and considering different perspectives.

Success Indicators:

Ability to coach and manage a diverse team to meet and exceed goals, inspire innovation, and work independently to improve department performance.

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