Customer Service Supervisor

Customer Service Supervisor

We are looking for an experienced Customer Service Supervisor to join our team in Bloomington, Minnesota. In this role, you will oversee departmental operations, ensuring efficient workflows and exceptional service delivery in the healthcare industry. This is a long-term contract position that offers an opportunity to lead and collaborate with diverse teams while driving quality and performance improvements.

Responsibilities:

Manage daily departmental operations, ensuring tasks are completed accurately and documented promptly.

Monitor and coordinate appointment scheduling, rescheduling, and confirmation processes to optimize service delivery.

Develop and implement detailed operational procedures and workflows to enhance efficiency.

Recommend and drive system enhancements to improve work output quality and operational efficiency.

Create and maintain performance scorecards and conduct regular audits to evaluate team success.

Proactively identify and address potential issues to prevent escalation and maintain service standards.

Collaborate with stakeholders, including customer partners and clinical teams, to support program development and seamless service delivery.

Review incoming referrals and consult with clients, escalating cases to clinical teams as necessary.

Lead specialty projects and ensure they progress toward successful completion.

Identify gaps within consultant teams, facilitate onboarding, and provide ongoing support.

Requirements:

Proven experience in customer service supervision, preferably within the healthcare industry.

Strong proficiency in tools such as ADP, Avaya CMS, CRM systems, Epic Software, and ERP platforms.

Demonstrated ability to handle inbound calls and manage billing and cash activity processes effectively.

Expertise in auditing workflows and identifying areas for improvement.

Solid understanding of operational strategies and performance metrics.

Exceptional organizational and communication skills to collaborate with various stakeholders.

Ability to anticipate and resolve issues proactively in a fast-paced environment.

Experience with program development and service delivery within healthcare or related fields.