Customer Care Supervisor

Position Summary: The Customer Care Supervisor manages the assigned escalations staff and/or interacts with the call center vendor to ensure the efficient, smooth, and effective day-to-day operations of the teams’ activities. The Supervisor provides coaching and training along with creation of the materials for the success of the department. Adheres to budget and enforces established policies and procedures. The Supervisor ensures the timely and accurate actions required on ambulance transports.

Responsibilities:Manage and oversee staff of Escalation Customer Care Representatives.Manage and oversee team metrics, quality assurance, overall performance, and schedules to meet business needs. Respond to day-to-day changes in priorities, workloads and assignments and take action to ensure prompt response to callers, decrease accounts receivable and increase cash collections.Address complex issues within the department, outside of the department, from the client, customer care agents, or other counterparts.Facilitate individual and team development; Train, Mentor and counsel assigned personnel and meet with employees to discuss productivity results and quality of work product; Understand policy and administer corrective actions and/or a Performance Improvement Plans (PIP), when needed.Meet with employees on regular basis to include monthly, quarterly, and yearly performance review.Analyze employee training needs, develop training programs as needed, modify existing programs, and perform training to meet specific agent and department needs that may include demonstrations, conferences, classroom training, meetings, virtual discussions.Other projects, tasks, and responsibilities as needed.

Qualifications:3+ years Customer Service experience.1+ years of Supervisory experience.1 year of medical billing experience to include: knowledge of healthcare and/or medical billing, medical transportation processes, medical and insurance terminology, HIPAA requirements, proficiency in an accounts receivable billing system and internet tools.Experience with coaching and training.Ability to effectively multi-task.Exceptional time management skills.Ability to de-escalate difficult situations.Exceptional verbal and written communication skills.Type 45 wpm.