Customer Service Supervisor (Training & QA)

Central City Health; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading healthcare provider in metro Detroit is seeking a Customer Service Supervisor to oversee training and quality assurance processes for Patient Access Representatives. The successful candidate will demonstrate strategic thinking and a passion for operational excellence, ideally with experience in a medical customer service environment. This role offers a comprehensive benefits package and the opportunity to lead impactful training initiatives.

Benefits

14 Paid Holidays Annually

18 PTO Days

Benefit Coverage after 30 Days

Company-Paid Life Insurance

Retirement Savings 403(b)

Tuition Reimbursement

Continuing Education Allowance

Qualifications

• Minimum of an associate’s degree required.
• Demonstrated proficiency with EHR systems and Microsoft Office.
• Minimum of 3 years of experience in training and quality assurance in a healthcare setting.

Responsibilities

• Lead development and implementation of training for Patient Access Representatives.
• Ensure continuous improvement of quality assurance processes.
• Provide oversight in a fast-paced environment.

Skills

Leadership

Strategic Thinking

Process Improvement

Multitasking

Customer Service

Education

Associate’s Degree

Tools

EHR Systems

Microsoft Office

Job description

Website: www.centralcityhealth.com

Who We Are: Central City Health (CCH) has been serving the under-housed and at-risk population in metro Detroit since 1972, by providing integrated healthcare services. Our services include primary and pediatric care, dental care, behavioral and SUD care, supportive housing, and community re-entry services, to name a few. In 2024, our President/CEO, Dr. Kimberly Farrow-Felton received the esteemed Healthcare Hero Award from Crain’s Detroit Business honoring her exceptional contributions to the health and well-being of our community.

Our Mission: To achieve wellness in the community by providing an array of primary and behavioral health care, housing, and substance abuse services with dignity and respect.

Our Core Values: CCH is guided by a set of values in fulfilling our mission.

Some of our values include:

• An environment that supports health and recovery.
• Person centered principles in the delivery of care.
• An environment characterized by cultural sensitivity, integrity, teamwork and trust.
• A commitment to service excellence and continuous quality improvement.
• Persons served take both an active part in their treatment and the organization.
• An atmosphere of welcoming and accessibility to people seeking our services that assures “no wrong door.”

You Get:

• 14 Paid Holidays Annually.
• 18 PTO Days (less than 1 Year; 27 Days on 1st Year Anniversary).
• Benefit Coverage after 30 Days: Medical/Dental/Vision/Short-term Disability.
• Company-Paid Life Insurance.
• Retirement Savings 403(b).
• Tuition Reimbursement.
• Continuing Education Allowance

Working under the direct supervision of leadership, the Customer Service Supervisor will lead the development, implementation, and continuous improvement of training and quality assurance (QA) processes for Patient Access Representatives. The ideal candidate will be a strategic thinker with a passion for coaching, process improvement, and operational excellence, able to multitask in a fast-paced setting.

EDUCATION AND EXPERIENCE:

• Minimum of an associate’s degree required.
• Demonstrated proficiency with EHR systems (i.e., Athena, e-Cris, etc.) and Microsoft Office.
• Minimum of five (3) years of experience in developing training in a medical or public health customer service environment required.
• Minimum of five (3) years of experience in quality assurance processes in a medical or public health customer service environment required.
• Minimum of (3) years of leadership or progressive supervisory experience required.

“This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted, and modified at any time by the organization. Central City Health is an Equal Opportunity Employer committed to a culturally diverse workforce. We are committed to providing an inclusive environment based on mutual respect for all candidates and team members. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, height, weight, marital status, gender identity expression, disability status, protected veteran, or other legally protected status by state or federal law. At Central City Health the health and safety of our employees is our top priority. Vaccination has been proven to play a critical role in combating COVID-19. As a result, Central City Health prefers that employees are fully vaccinated against COVID-19; however, it is not required.”