Supervisor Customer Service

Ensemble Health Partners; Cincinnati (OH); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Healthcare benefits

Professional development

Incentive programs

Job summary

Ensemble Health Partners is seeking a Customer Service Supervisor to provide frontline leadership and operational support for a growing Customer Service team. You will supervise full-time associates, drive coaching, quality oversight, and timely escalation while strengthening accountability.

The role is remote with possible onsite travel to client or corporate locations. Salary ranges from $52,100 to $78,150 per year, with opportunities for development and advancement within a recognized leader

Qualifications

• High 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.

Responsibilities

• Provide 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-to-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.

Skills

Leadership

Coaching

Communication

Interpersonal

Problem solving

Analytical thinking

Customer service

Education

High school diploma

Associate degree

Bachelor's degree

Tools

Epic

Microsoft Office

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 Functions

Provide 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-to-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 Qualifications

High 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 Abilities

Strong 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 elevate 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 Environment

This 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 Impact

The 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 company

• Five-time winner of “Best in KLAS” 2020-2022, 2024-2025
• Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024
• 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024
• Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023
• Energage Top Workplaces USA 2022-2024
• Fortune Media Best Workplaces in Healthcare 2024
• Monster Top Workplace for Remote Work 2024
• Great Place to Work certified 2023-2024
• Innovation Work-Life Flexibility Leadership Purpose + Values

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].

This 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.

Ensemble is dedicated to providing our clients with experienced healthcare finance and revenue cycle professionals. We believe that our core values of trust, integrity, loyalty and service married with the belief that our work is worthwhile helps us build and sustain sincere relationships with our associates and clients. If you are a passionate, dedicated and experienced revenue cycle, consulting or finance professional and seek career and personal growth, we would love to hear from you. We believe we foster an environment where talented individuals can excel and shine. Our team believes that people are the most important part of our success and that when we take care of our people, they pay it forward by providing our clients with excellent results and world-class service.