Customer Experience Supervisor

Job Description

Job Description

Come join CCRM Fertility, a global pioneer in fertility treatment, research, science, specializing in IVF, fertility testing, egg freezing, preimplantation genetic testing, third party reproduction and egg donation. As a member of CCRM Fertility’s diverse team of professionals, you will be a part of helping families grow and changing lives. We take pride in providing our employees with meaningful employment, a supportive culture, and a well-balanced personal & work life alignment. For more information, visit 

What We Offer Our Team Members:

• Generous Paid time-off (PTO) and paid holidays
• Medical, Dental, and Vision Insurance
• Health benefits eligible the first day of the month following your start date.
• 401(k) Plan with Company Match (first of the month following 2 months of service)
• Basic & Supplement Life Insurance
• Employee Assistance Program (EAP)
• Short-Term Disability
• Flexible spending including Dependent Care and Commuter benefits.
• Health Savings Account
• CCRM Paid Family Medical Leave (eligible after 1 year)
• Supplemental Options (Critical Illness, Hospital Indemnity, Accident)
• Professional Development, Job Training, and Cross Training Opportunities
• Bonus Potential
• Potential for Over-time Pay (Time and a half)
• Holiday Differential Pay (Time and a half)

How You Will Make an Impact: The Customer Experience Supervisor plays an integral part of the patient's financial journey, ensuring patients' billing inquiries and needs are resolved timely. This role involves supervising the team that provides exceptional customer service and facilitates a smooth transition for patients as they continue their treatment journey with CCRM Fertility.

What You Will Do: The Customer Experience Supervisor is responsible for managing members of the Customer Experience team, assisting with escalations and patient inquiries as they come up, as well as ensuring all inboxes for patient and onsite team member questions are responded to in a timely fashion. This role serves as a point of contact for patients, addressing inquiries and providing exceptional customer service during the billing process, and assisting inter-company customers with questions regarding insurance matters, current account status, and billing questions. The Customer Experience Supervisor reports to the RCM Customer Experience Manager.

• Supervise members of the Customer Experience team and assist them with meeting their KPI's.
• Respond to patient questions regarding their account; research self-pay and insurance account activity to provide accurate responses and required actions.
• Manage ticketing system with requests from onsite staff members for refunds, itemized receipts, and patients' requests for contact regarding billing.
• Triage all communications from patients and onsite team members regarding the level of billing review needed.
• Complete patient billing procedures, including charge posting, payment posting, executing adjustments as appropriate, and special patient financial programs as needed for patient requests.
• Other duties as assigned.

What You Bring:

• High School Diploma or GED required.
• 3+ year medical billing experience preferred.
• 2+ year customer service experience preferred.
• Previous experience in reproductive medicine or Women’s health preferred.
• Prior experience with Athena preferred.
• Ability to work weekends, evenings, and holidays, on a rotating basis.

Working Conditions: The physical demands described here are representative of those which should be met, with or without reasonable accommodation (IAW ADA Guidelines), by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with others, frequently required to sit at a desk, work on a computer, and spend prolonged periods preparing and analyzing data and figures. Will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. Employees are required to have close visual acuity to perform an activity such as viewing a computer terminal; extensive reading; operation of standard office machines and equipment (computer, telephone, photocopier, and scanner).

CCRM’s Compensation: The salary range represents the national average compensation for this position. The base salary offered will vary based on location, experience, skills, and knowledge. The pay range does not reflect the total compensation package. Our rewards may include an annual bonus, flexible work arrangements, and many other region-specific benefits.

Pre-Employment Requirements: All offers of employment are conditional upon the successful completion of CCRM Fertility’s onboarding process, including verification of eligibility and authorization to work in the United States. This employer participates in the E-Verify Program in order to verify the identity and work authorization of all newly hired employees.

Equal Employment/Anti-Discrimination: We are an equal-opportunity employer. In all aspects of employment, including the decision to hire, promote, discipline, or discharge, the choice will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.