Engagement Services Supervisor
New
United StatesFull-TimeManager
Salary42,200 - 79,300 USD per year
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Job Details
- Languages
- Bilingual English/Spanish skills are a plus.
- Experience
- 1+ year of supervisory or team lead experience; 3–5 years of customer service experience; 3+ years of experience in healthcare
- Required Skills
- Customer serviceMicrosoft Office Suite
Requirements
- High school diploma or GED required; associate degree preferred.
- 1+ year of supervisory or team lead experience in a call center environment.
- 3–5 years of customer service experience in a high-volume call center setting.
- 3+ years of experience in healthcare, health insurance, claims processing, or provider billing.
- Strong understanding of Medicare, Medicaid, and healthcare reform concepts.
- Proven ability to manage complex case resolution involving multiple stakeholders.
- Excellent communication skills with the ability to adapt tone and style to diverse audiences.
- Strong organizational, multitasking, and problem-solving skills in fast-paced environments.
- Proficiency in Microsoft Office Suite and standard reporting tools.
Responsibilities
- Supervise and support a remote team of customer service representatives handling inbound and outbound communications.
- Ensure team performance aligns with service level expectations, client requirements, and internal operational goals.
- Manage and resolve complex client advocacy cases involving multiple interactions across healthcare stakeholders.
- Monitor team productivity, provide coaching, and support employee development to improve service quality.
- Ensure accurate documentation, tracking, and reporting of customer service activities and case resolutions.
- Support continuous improvement of workflows in a fast-paced and changing healthcare environment.
- Maintain compliance with healthcare service standards, policies, and communication guidelines.
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