Job: Customer Service Supervisor

This position is responsible for direct supervision of all employees in Customer Service, including the receptionist, tracking and maintaining statistics on call volume and staff efficiency and quality. Acts as the liason to collection agencies. Conducts monthly staff meetings.

Supervisory Duties and Responsibilities include the following. Other duties may be assigned if determined in the best interest of Beacon Medical Services

Perform essential Supervisory tasks: conduct interviews, perform annual evaluations, approve time cards, coordinate staff schedules and workflow, resolve staff issues

Monitor incoming calls to ensure Customer Service excellence

Develop and maintain monthly report cards on Customer Service staff

Manage coverage for receptionist absences and breaks/lunches

Coordinate resolution of accounts with collection agencies

Manage Complaint log and provide timely complaint responses

Facilitate monthly staff meetings

Facilitate training for new employees and ongoing education for established employees

Assist in providing coverage for staff shortages due to absences or unfilled positions.

Conduct monthly staff meetings

Participate in interdisciplinary meetings as required

Produce ongoing process improvements

Participate in weekly meetings with Dir. of Operations

Ensure fiscal responsibility with staffing and workflow decisions and work within the department budget

Special projects as assigned

Other – Compliance, HIPAA and Security

Employees acknowledge that compliance with BEACON’s HIPAA, Security and Compliance Plan policies and procedures as well as all other BEACON policies and procedures is a condition of employment and that any violation will result in sanctions up to and including termination based on the type and severity of the violation.

All employees who supervise employees are subject to sanctions for failure to adequately instruct their subordinates or for failure to detect noncompliance with applicable policies and procedures when reasonable diligence on the part of management could have reasonably led to the discovery of a problem or violation.

Access to and use of Protected Health Information - security clearance which allows employee to review, analyze, investigate, research, respond to, post and correct payments in the billing system and to revise demographic and insurance information.

Security access permitted using Beacon entrances for this job category is 7 days a week and within core hours of building management

In order to perform this job successfully, individuals must be able to meet and perform each essential duty in a satisfactory manner. The requirements below are representative of the knowledge, skill, ability and/or experience required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Degree/Certification required: High School Diploma, some college credits preferred

Experience: minimum of 2 years experience in a healthcare related business operations.

Minimum of 1 year in Customer Service experience

Skills required:

Detail oriented with strong organization and verbal/written communication skills, including ability to work with all types of individuals, problem solve and work independently.

Experience with: setting and managing to performance targets; building work schedules based on analysis of call volume, and analyzing, improving and documenting processes.

Knowledge of professional billing processes, the health insurance industry, and collection agency operations. Proficient in Microsoft Office, Word and Excel.

Management experience: Minimum of 1 year of supervisory experience with direct reports.