Customer Service Supervisor
Integra Connect - Akron, OH
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Company Summary: We are an employee and customer centric company, empowering providers to deliver a higher quality and more affordable level of care. We do this through precise insights from our cloud-based technology suite and complimentary business services. More specifically, our focus is Precision Oncology and Revenue Cycle Management solutions specific to EMS and Oncology Practices. Come join our innovative and rapidly growing team committed to making a difference in healthcare!Job Description: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.Benefits:Integra Connect, LLC provides a comprehensive benefits plan.Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hirePaid Time Off401k with employer matchPaid Holidays and Floating HolidayEqual Opportunity EmployerPlease note that the deadline for submitting applications is November 1st, 2024. All applications must be received by this date to be considered.Important Notice:At Integra Connect, we are committed to providing a safe and secure environment for our job applicants. Unfortunately, scammers may attempt to impersonate our company to deceive individuals seeking employment. We take this matter seriously and want to ensure your job search with us is free from any fraudulent activity.Integra Connect has become aware of recent, fraudulent recruitment activity being conducted by individuals or groups who claim to be third party recruiters and/or points of contact for our Company. Examples include sending candidates a request for personal information, conducting online interviews or meetings, making offers of employment, demanding money for employment related services and activities, or asking the applicant to purchase a laptop or other work-related equipment for the job. The aim of the fraud is to obtain personally identifying information (e.g., identity theft) and/or money. The Company's name, as well as the names of employees, are used to try to convey authenticity.Here are some tips to help you identify and avoid job scams:Always Check the Source:Ensure that the job listing is on our official website or a reputable job board. Our official domain is Be cautious of unsolicited emails, text messages, or social media messages offering job opportunities.Be Wary of Requests for Personal Information:We will never request sensitive personal information like your Social Security number, bank details, or payment for onboarding/equipment. If you encounter such requests, it's likely a scam.Verify Contact Information:Check that the contact information provided in the job posting, including email addresses and phone numbers, aligns with our official contact information. Scammers often use generic or non-company email addresses.What is the sender's email address? Is it consistent with other job postings from this company? Email addresses that are slightly different from any business's primary contact information (Jane.Doe@ vs John.Doe@Integra ) are a common warning sign.If you are contacted through LinkedIn, be sure to review the entire profile to verify their credentials.If you suspect that a job offer is fraudulent, we recommend that you do not respond to it.If you believe you are the victim of any fraudulent activity, you can report it to the appropriate authorities at (Florida Department of State) and/or (U.S. Federal Trade Commission).Integra Connect is not responsible for any fraudulent offers and advises prospective candidates to follow the guidance provided above.Thank you for your interest in a career with Integra Connect. We look forward to connecting with genuine, talented individuals like you.
Created: 2024-10-07