EBO - Customer Service Supervisor

Meduit; Charlotte (NC); On-site; CAD 71,000 - 74,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

HSA and FSA available

Employer paid life insurance and long‑

Job summary

Meduit in Charlotte, NC is seeking a Team Lead to drive performance by setting goals, tracking KPIs, coaching staff, and supporting engagement.

You will deliver onboarding and ongoing training, handle client meetings and reporting, escalate issues, and coordinate with IT to keep daily operations smooth.

This onsite role runs Monday to Friday, 10 AM to 7 PM EST (one 8 AM–5 PM shift); compensation $50,000–$52,000 and a strong benefits package are included.

Qualifications

• High school diploma or GED required.
• Proficiency with Microsoft Office and ability to learn multiple systems.
• Strong written communication, organizational, and documentation skills.
• Minimum 2 years in healthcare, RCM, or service-driven environment.

Responsibilities

• Establish team goals, monitor KPIs, provide regular coaching and feedback, recognize achievements, and support employee engagement and development.
• Facilitate onboarding and ongoing training, answer questions, remove barriers to success, and serve as a resource for team members on processes, systems, and client requirements.
• Participate in client meetings as assigned, provide operational updates, assist with reporting, and help ensure service level expectations are consistently met.
• Handle customer and client escalations, conduct supervisor call support when needed, de-escalate challenging situations, and provide coaching based on call observations and quality findings.
• Partner with internal support teams to resolve system-related issues, submit and monitor IT requests, and assist team members with access, equipment, and technology challenges.
• Review and respond to operational communications, monitor attendance and timekeeping, maintain documentation, and support day-to-day departmental operations.

Skills

MS Office

Written communication

Time management

Multitasking

Customer service

Education

High School diploma or GED

Tools

Epic (EHR)

Cerner (EHR)

CRM systems

Job description

4135 S Stream Blvd
Suite 400
Charlotte, NC 28217, USA

Description

About Us:

Meduitis a national leader in healthcare revenue cycle management, supporting hospitals and physician practices in 48 states. We focus onoptimizingpayments, allowing clients to focus on patient care, and pride ourselves on our core values: Integrity, Teamwork, Continuous Improvement, Client-Focused, and Results-Oriented.Learn more at www.meduitrcm.com.

About the Role:

This role is responsible for driving team performance through goal setting, KPI tracking, coaching, and ongoing support. It provides training, handles escalations, coordinates with IT, and manages administrative tasks to ensure smooth daily operations. The position also interacts with clients through meetings and reporting, representing the team’s performance and needs.

Location: Onsite - 4135 Southstream Blvd, Charlotte, NC 28217

Schedule: Monday to Friday typically 10 AM to 7PM EST with one 8 AM -5 PM Shift

Department: EBO

Reports To: EBO Manager

Compensation: $50,000-$52,000 annually

Key Responsibilities:

• Performance Management & Coaching: Establish team goals, monitor key performance indicators (KPIs), provide regular coaching and feedback, recognize achievements, and support employee engagement and development.
• Team Training & Support: Facilitate onboarding and ongoing training, answer questions, remove barriers to success, and serve as a resource for team members on processes, systems, and client requirements.
• Client Support & Communication: Participate in client meetings as assigned, provide operational updates, assist with reporting, and help ensure service level expectations are consistently met.
• Escalation Management & Call Support: Handle customer and client escalations, conduct supervisor call support when needed, de-escalate challenging situations, and provide coaching based on call observations and quality findings.
• Technology & Systems Coordination: Partner with internal support teams to resolve system-related issues, submit and monitor IT requests, and assist team members with access, equipment, and technology challenges.
• Operational & Administrative Oversight : Review and respond to operational communications, monitor attendance and timekeeping, maintain documentation, and support day-to-day departmental operations.

Required Qualifications:

• High school diploma or GED required.
• Proficiency with Microsoft Office applications and the ability to learn and navigate multiple systems used for communication, reporting, timekeeping, and performance management.
• Strong written communication, organizational, and documentation skills.
• Minimum of two (2) years of experience in a healthcare, revenue cycle management (RCM), financial services, customer service, contact center, or other service-driven environment.
• Demonstrated ability to manage multiple priorities, exercise sound judgment, and maintain professionalism in a fast-paced environment

PreferredQualifications:

• Experience supervising, coaching, mentoring, or leading employees in a contact center, healthcare, customer service, or other performance-driven environment.
• Revenue Cycle Management (RCM) experience, including healthcare billing, insurance, collections, patient financial services, or related functions.
• Experience serving as a Team Lead, Trainer, Subject Matter Expert (SME), Mentor, or similar role involving employee support and informal leadership, including familiarity with performance metrics, employee coaching, and development.
• Familiarity with healthcare systems such as Epic, Cerner, or other electronic health record (EHR) and revenue cycle platforms.

Employment eligibility:

• Must be legally authorized to work in the United States without sponsorship
• As a condition of employment, a pre-employment background check will be conducted

What We Offer:

• Medical, dental, and vision insurance
• HSA and FSA available
• 401(k) with company match
• Employer paid life insurance and long-term disability
• Internal growth opportunities

Meduitis an Equal Opportunity Employer. We do not discriminate based on any protected classand welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

Education

Required

High School or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.