[Remote] Supervisor Customer Service

Note: The job is a remote job and is open to candidates in USA. Brighton Health Plan Solutions is a healthcare enablement company focused on improving how healthcare is accessed and delivered. They are seeking an experienced Customer Service Supervisor to manage service operations for members and providers in a high traffic call center, ensuring customer satisfaction and achievement of departmental KPIs.ResponsibilitiesThe Customer Service Supervisor will handle inbound calls from physicians, hospitals and other medical provider representativesSupports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as neededContinually monitors the teams call center metrics, quality assurance scores and productivity reportsAssist the Customer Service Manager with performance reports, QA review sessions and re-training initiativesManages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators)Answers and handle call center calls when needed to ensure meeting KPI levelsConducts quality call monitoring review sessions with the Customer Service Manager to coach performance and identifies additional training needsProvides support to customer service representatives as neededManages special projects and allocates resources as neededCollaborate with Network management team, Account Managers and Sales teams to gather feedback to enhance service performanceConducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementationParticipate in activities designed to improve customer satisfaction and business performanceWorks with Customer Service Manager and Director to identify call reduction efforts and executes strategies accordinglySupport projects and other departments in completing tasks when directed by managementSkillsExperience in a high volume call centerExperience with claims inquiry and claims review proceduresKnowledge of medical specialties, fee schedules, complaints and appeals and call center responsibilitiesPrevious experience in a physician's office, group practice, clinic or hospital based practicesGeneral knowledge of medical terminology, medical specialties and HIPAA Confidentiality lawsHS diploma or GED is requiredPrior experience managing teams in a customer call centerExperience managing call center volume through use of ACD systemsPrevious experience in quality call monitoring and performance coaching, counseling and progressive disciplineProficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systemsAbility to create staffing schedules and analyze call center volume, trendsKnowledge of basic computer operationsIntermediate knowledge of Microsoft Office including Word, Excel, Access, Powerpoint and OutlookStrong time management skillsKnowledge of CPT codes, ICD-9Ability to learn quicklyKnowledge of managed care procedures, claims payment policiesCourteous with strong customer service orientationBachelor's degree preferred, but not requiredPrevious multi-channel experience (i.e. voice, email, and chat) a plusCompany OverviewBrighton Health Plan Solutions is a health care company that specializes in health plan management service. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://brightonhps.com.