Customer Service Supervisor (Healthcare)

$62,000 - $71,000/Yr

Centivo - Buffalo, NY

Full-time - Mid Level

Remote - Buffalo, NY

Administrative and Support Services

About the position

The Customer Service Supervisor at Centivo is responsible for overseeing a team of Member Care Specialists, ensuring high-quality customer service in the healthcare sector. This role involves coaching, mentoring, and managing day-to-day operations while serving as the first point of escalation for customer inquiries. The Supervisor will also present updates in client meetings and ensure compliance with regulatory standards.

Responsibilities

• Supervise the activities of the team and provide direction and guidance on work assignments.
• Ensure that team performance goals and client SLA's are being met.
• Assess individual training needs on an ongoing basis.
• Instruct and inform new team members.
• Handle escalations/customer inquiries/complaints and ensure appropriate action is taken, including follow-up.
• Stay current on business knowledge, technologies, and assigned clients.
• Build effective working relationships with peers, team members, managers, and clients/customers.
• Operate as back-up and support for other Supervisors/Team Leads as needed.
• Complete daily projects and perform additional duties as requested.
• Comply with regulatory compliance areas, policies, procedures, and best practices, including HIPAA and Data Privacy laws.
• Answer overflow inbound calls, outbound calls, email, and faxes.
• Track and report on volume, metrics, and escalations.
• Compile data to present to clients.

Requirements

• A minimum of 2 years of prior healthcare supervisor/management experience, ideally in the healthcare sector.
• Minimum of 1 year of successful customer service experience in a TPA, health, insurance, or benefits industry.
• Experience in HealthEdge or Javelina preferred.
• Knowledge of CPT codes, ICD-9/ICD-10 coding, and medical terminology.
• Ability to provide high-level member and provider support experience.
• Demonstrated ability to communicate professionally, both written and verbal.
• Understanding of data privacy regulatory rules in the healthcare industry and willingness to learn and adhere to legal regulations.
• Proficiency in Microsoft Office applications and other web-based software applications.
• Computer knowledge and ability to learn new proprietary computer systems.

Nice-to-haves

• Strong communication skills to coach and mentor individuals in continuous performance improvements.
• Strong written communication skills.
• Ability to work independently and make sound business decisions when necessary.
• Critical thinking and probing skills to understand underlying cause and effect.
• Flexibility and understanding how to pivot when business needs change.

Benefits

• Health insurance
• Work from home flexibility