Customer Service Supervisor

Customer Service Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The Customer Service Supervisor is responsible for overseeing daily operations of the hospital business office customer service team, which also includes Financial Counselors, Clerical staff and Cashiers. This role ensures high-quality patient and payer interactions related to patient inquiries, insurance verification, and account resolution. The supervisor leads staff performance, promotes excellent service standards, and supports revenue cycle efficiency while maintaining compliance with healthcare regulations.

• Supervise and coordinate the daily activities of customer service representatives within the business office
• Monitor call quality, productivity, and service levels to ensure performance standards are met
• Train, coach, and evaluate staff; provide ongoing feedback and professional development
• Resolve escalated patient and payer inquiries regarding billing, insurance claims, payments, and account discrepancies in collaboration with the billing managers
• Collaborate with other revenue cycle departments (e.g., billing, coding, registration) to improve workflows and reduce errors
• Ensure compliance with all applicable regulations, including HIPAA and hospital policies
• Analyze performance metrics and generate reports to identify trends and opportunities for improvement
• Assist in developing and implementing policies, procedures, and service standards
• Support patient satisfaction initiatives by promoting a compassionate and solutions-oriented approach
• Manage staffing schedules and ensure adequate coverage
• Help with the maintaining and development of vendor partners

Education: High school diploma or GED required.

Licensure: None.

Experience: Five (5) years of progressive experience in customer service operations within a healthcare environment. Two (2) years leadership experience required, preferably in a healthcare setting. Demonstrated track record of success in customer service leadership, team supervision, and healthcare operations. Experience managing complex patient relations, patient services estimations and collections, and healthcare benefits and eligibility inquiries. Experience with patient payment plan arrangements, financial assistance applications, Meditech and EPIC electronic medical records system/s is preferred.

Pay Range: The hourly rate for this position is $42.36 - $48.00 The range displayed on this job posting reflects the target for new hire salaries for this position.

Union: Non-Affiliated Work Shift: Day Shift FTE: 1.0 Scheduled Hours: 40

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!