Customer Service Supervisor
Guidehouse
US - AL, Birmingham
Full-Time
Competitive
OfficeManager
Job Family:
Customer Service General
Travel Required:
Clearance Required:
What You Will Do:
Directly supervise daily and weekly goals as assigned by the manager. Monitor staff-level trends and provide feedback to the Customer Service Manager.
Monitor staff time and attendance.
Provide monthly staff performance reviews.
Build and manage staff performance improvement plans.
Assist in dialer configuration logic.
Alert the customer service analyst to real-time swings outside of acceptable variation.
Provide at-the-elbow support to all customer service representative staff.
Facilitate team huddles.
Review department call statistics and reports and discuss findings collectively and individually.
Review staff quality assurance findings and meet with staff to reinforce training.
Ensure department job aid, procedures and training materials are updated, where necessary.
Approve patient budget plans.
Resolve escalated patient complaints and return patient calls.
Facilitate resolution by referring the matter to the issue/content expert.
Communicate with other organizational departments to ensure proper handling of patient accounts.
Communicates unresolved issues to management timely and performs other duties as assigned by manager or director.
Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure
What You Will Need:
Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree)
Five (5) years of prior relevant experience in Customer Service, Leadership, or Banking
Minimum of two (2) years leading/supervising others
What Would Be Nice to Have:
Bachelor’s Degree
Knowledge of the Fair Debt Act Law and managed care billing
CPC or other coding certification
Dialer experience preferred
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What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
About Guidehouse
Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.