The Customer Service Supervisor is responsible for day-to-day agent supervision of an inbound high volume patient services call center. This includes interviewing and hiring, coaching, development and training, documentation of work performance and call statistics, providing one-on-one performance reviews, monitoring of daily call volumes and reporting, and taking disciplinary action. The Supervisor fosters a productive and efficient team environment of open communication with their direct report staff to ensure overall success, strives to motivate their employees to perform at optimum capacity while displaying professionalism and providing the highest level of customer service to our patients and internal customers.
Essential Duties and Responsibilities
Create efficiency, improve process and identify best practice in customer service while seeking methods to demonstrate a commitment to continuous improvement and efficiency.
Handle escalated service issues with patients, clinical locations, carriers or agents.
Resolve complex customer service issues and ensure appropriate follow through.
Engage, coach and train new team members to ensure the achievement of company, agent and department goals.
Provide necessary training for existing employees and assess training needs.
Ensure staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.
Prepare, analyze and report daily and monthly operational metrics.
Communicate with Reimbursement Operations departmental management to identify patient services issues.
Identify and correct performance issues, workplace rules violations, compliance issues, and other issues potentially affecting site performance, relationships, and/or reputation.
Write and administer employee performance evaluations as well as monthly reviews against goals and objectives.
Follow established policy and procedure, while exercising sensitivity to confidential information.
Maintain confidentiality in accordance with HIPAA regulations.
Support the culture of team work, excellence and efficiency.
Maintain a consistent presence in operational areas assigned.
Demonstrate a positive attitude toward initiating continuous improvement.
Other duties as assigned.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex (including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran/military status, qualified disabled veteran, marital/ domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local laws.
Minimum Qualifications, Education and Experience
Minimum of 2 years of management experience; preferably in a high volume customer service call center or medical facility with direct patient contact.
Minimum of 1 year of medical billing or collections.
Bachelor or Associate Degree or 2 year Certificate degree in health care related field.
Ability to excel with change, respond appropriately even in challenging situations and to motivate others in a positive manner.
Ability to work without direct supervision.
Ability to effectively manipulate multiple computer programs simultaneously, such as programs related to CRM.
Ability to effectively and efficiently work in a fast paced environment with a high volume of activity.
Strong attention to detail with excellent organizational/time management skills, multi-tasking ability and analytical and problem solving abilities.
Call monitoring experience.
Excellent computer skills in Microsoft Office, including Outlook, MS, Word and Excel.
Understanding of medical billing and patient services protocol and the ability to review and analyze medical claims and reporting for accuracy and compliance.
Exceptional human relations skills and effective oral, listening, and written communication skills.