Supervisor, Customer Service

Customer Service Supervisor

Brighton Health Plan Solutions is seeking an experienced Customer Service Supervisor to manage the company's service operations for members and providers and high traffic call center. The Supervisor directly manages the daily performance activity of the Customer and/or Provider Service call center representatives to ensure customer satisfaction and achievement of the department's key performance indicators (KPIs). The Supervisor continually reviews call traffic reports and adjusts staffing levels to meet the needs of the business.

Primary Responsibilities

• Handles inbound calls from medical providers and resolves escalations.
• Mentors team leaders and SMEs, monitoring call center metrics and quality.
• Assists the Customer Service Manager with reports and re-training.
• Manages call activity, staffing, and scheduling to meet KPIs.
• Conducts quality call monitoring and provides support to representatives.
• Manages special projects and collaborates with other teams.
• Conducts impact analysis of operational changes and improves customer satisfaction.
• Identifies call reduction strategies and supports projects as directed by management.

Essential Qualifications

• Experience in a high-volume call center, including claims inquiry and review procedures, medical specialties, fee schedules, complaints and appeals, and call center responsibilities.
• Previous experience in a healthcare setting with knowledge of medical terminology, specialties, and HIPAA confidentiality laws.
• A Bachelor's degree is preferred but not required; a high school diploma or GED is necessary.
• Prior experience in managing teams in a customer call center.
• Proficiency in managing call center volume using ACD systems.
• Experience in quality call monitoring, coaching, and progressive discipline.
• Proficiency in healthcare transaction systems, CRMs, and monitoring tools.
• Strong time management skills and basic computer operations knowledge.
• Intermediate knowledge of Microsoft Office.
• Familiarity with CPT codes, ICD-9, and managed care procedures.
• Courteous with a strong customer service orientation.
• Previous multi-channel experience (voice, email, and chat) is a plus.