Customer Service Supervisor jobs in United States
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MagnaCare · 8 hours ago

Customer Service Supervisor

positionLas Vegas, NV
timeFull-time
remoteOnsite
seniorityMid Level

MagnaCare is a national third-party administrator focused on improving healthcare access and delivery. They are seeking an On-Site Customer Service Supervisor to manage call center operations, oversee team performance, and ensure customer satisfaction while meeting key performance indicators.

Health Care

Responsibilities

Supports and mentors the Team Leaders and SMEs as needed. Handles caller escalations and resolves as needed
Manages all assigned employees and is responsible for performance management. This includes both remote and onsite team members
Continually monitors the teams call center metrics, quality scores and productivity reports
Handle escalated customer concerns and complaints
Assist customers with problems and questions regarding claims
Assists the Customer Service Manager with performance reports, QA review sessions and re-training initiatives
Manages departmental call activity and ensures appropriate staffing levels and scheduling to meet department KPI’s (Key Performance Indicators)
Assists with call handling during high volume occurrences to ensure meeting KPI levels
Provides support to customer service representatives as needed
Manages special projects and allocates resources as needed
Collaborates with Network Management team, Account Managers and Sales teams to gather feedback to enhance service performance
Conducts impact analysis of any changes to service team operations to ensure internal customers are consulted and informed of pending operational changes prior to implementation
Participate in activities designed to improve customer satisfaction and business performance
Assist the training coordinator in the classroom and assist floor training of employees in their department with retraining
Attend client, participant, vendor, provider, or employer meetings when necessary to meet client needs
Bilingual preferred
May be required to lift a maximum of 25 lbs

Qualification

Call center managementCustomer service experienceACD systemsHealthcare transactions systemsQuality call monitoringStaffing schedulesMicrosoft OfficeSalesforceManaged care proceduresMulti-channel experienceCustomer service orientationTime management

Required

Prior experience managing teams in a customer call center required
Prior experience in customer service in high volume call centers, preferably in healthcare, insurance, or a related field required
Experience managing call center volume through use of ACD systems
Previous experience in quality call monitoring and performance coaching, counseling, and progressive discipline
Proficiency in healthcare transactions systems, CRMs, quality call tools and monitoring systems
Ability to create staffing schedules and analyze call center volumes and trends
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook)
Strong time management skills
Knowledge of managed care procedures & claims payment policies
Courteous with strong customer service orientation

Preferred

Bilingual preferred
Bachelor's degree preferred, but not required
Prior customer service experience serving unions preferred
Knowledge of salesforce is preferred
Previous multi-channel experience (i.e., voice, email, and chat) a plus

Company

MagnaCare

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MagnaCare, a division of Brighton Health Plan Solutions, has been a leading and trusted Third Party Administrator for over 30 years.
dateFounded in 1990
location
New York, New York, USA
people-size201-500 employees
web-link
http://www.magnacare.com

Funding

Current Stage
Growth Stage
Total Funding
unknown
2014-01-20Acquired

Recent News

TecHR
Remote Work Is Transforming Healthcare Priorities, Especially for Younger Employees, New MagnaCare Survey Finds
2025-05-17
Company data provided by crunchbase