Supervisor Customer Service

Ensemble Health Partners; Blue Ash (OH); Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Healthcare benefits

Time off

Tuition reimbursement

Certification support

Job summary

Ensemble Health Partners is seeking a Customer Service Supervisor to lead a growing team, coach associates, and ensure service standards are met. The role emphasizes accountability, development, and effective escalation to resolve issues promptly.

The position is remote with potential on-site travel to client locations, and requires 2–3 years of experience in customer service or healthcare revenue cycle, plus leadership skills and Epic knowledge.

Qualifications

• At least 2–3 years of customer service or related experience.
• Prior leadership or supervisory experience.
• Experience in physician and hospital operations, compliance and provider relations.
• Experience with Epic and revenue cycle processes.
• Willingness to travel to client locations; remote role may require onsite visits.

Responsibilities

• Provide daily leadership, coaching, and support to Customer Service associates to meet performance expectations and service levels.
• Monitor productivity, call quality, and workflow to identify coaching opportunities.
• Lead regular one-on-one performance discussions and development conversations.
• Serve as escalation point for complex customer concerns and operational barriers.

Skills

Leadership

Coaching

Communication

Interpersonal skills

Education

High school diploma or GED

Associate degree preferred

Tools

Epic

Microsoft Office

CRM systems

Job description

Thank you for considering a career at Ensemble!Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!O.N.E Purpose:Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.The Opportunity:The Customer Service Supervisor provides frontline leadership and operational support for a growing Customer Service team. This position is responsible for supervising a team of full-time associates, ensuring consistent performance, effective coaching, quality oversight, and timely escalation support. As team volumes and operational complexity continue to increase, this role will help strengthen accountability, improve associate development, and support sustainable service delivery.***The salary range for this position is $52,100 - $78,150***Essential Job FunctionsProvide daily leadership, coaching, and support to Customer Service associates to ensure performance expectations, quality standards, and service level goals are met.Monitor team productivity, call quality, customer interactions, and workflow performance to identify coaching opportunities and operational trends.Conduct regular one-on-one meetings, performance discussions, and development conversations to support associate growth, engagement, and accountability.Serve as an escalation point for complex customer concerns, account issues, service challenges, and operational barriers requiring supervisor review or intervention.Support performance management processes, including documentation, corrective action, recognition, and follow-up as appropriate.Partner with leadership, quality, training, and operational teams to address process gaps, improve consistency, and support client and departmental priorities.Assist with onboarding, training reinforcement, and ongoing development of associates to ensure understanding of policies, procedures, systems, and service expectations.Review and analyze performance metrics, quality results, service level trends, and associate outcomes to drive continuous improvement.Promote a positive associate experience by fostering communication, collaboration, professionalism, and a culture of accountability.Ensure team adherence to company policies, compliance requirements, revenue cycle procedures, and customer service standards.Perform other duties as assigned to support operational priorities, client needs, and business continuity.Employment QualificationsHigh school diploma or GED required; associate’s or bachelor’s degree preferred.Minimum of 2–3 years of customer service, call center, healthcare, revenue cycle, patient financial services, or related experience preferred.Prior leadership, team lead, supervisory, coaching, or performance management experience preferred.Experience in physician and hospital operations, compliance and provider relations.Working knowledge of healthcare revenue cycle processes, billing, insurance, payments, account resolution, or patient financial services preferred.Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences.This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.Knowledge, Skills, and AbilitiesStrong leadership, coaching, communication, and interpersonal skills.Ability to hold associates accountable while supporting engagement, development, and performance improvement.Strong problem-solving, critical thinking, and decision-making skills in a fast-paced environment.Ability to research, resolve, and escalate complex customer service or account-related issues appropriately.Strong attention to detail and ability to evaluate performance data, quality results, and operational trends.Ability to collaborate effectively with internal teams, leaders, and business partners to support department goals.Experience navigating and working within Epic.Proficiency with Microsoft Office tools and ability to learn call center, customer service, and revenue cycle systems.Commitment to professionalism, compliance, confidentiality, and excellent customer service.Work EnvironmentThis role supports a high-volume, fast-paced Customer Service environment. The position may be remote, hybrid, or onsite based on business needs and may require extended periods of phone and computer use. Schedule flexibility may be required to support operational priorities, service levels, and client needs.Role ImpactThe Customer Service Supervisor will increase frontline leadership capacity, improve consistency in coaching and performance management, strengthen quality oversight, and provide timely escalation support. This role is critical to sustaining operational performance, improving the associate experience, and supporting continued growth as service volumes and business complexity increase.Join an award-winning companyFive-time winner of “Best in KLAS” 2020-2022, 2024-2025Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-202422 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023Energage Top Workplaces USA 2022-2024Fortune Media Best Workplaces in Healthcare 2024Monster Top Workplace for Remote Work 2024Great Place to Work certified 2023-2024InnovationWork-Life FlexibilityLeadershipPurpose + ValuesBottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered. Individuals may reapply when located within the United States.Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [e-mail] posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.Employment Disclaimers – Ensemble