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Performant Healthcare, Inc. · 1 day ago

Supervisor, Healthcare Customer Service

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $60K/yr

6+ years exp

Performant Healthcare, Inc. is a leading healthcare intelligence company specializing in payment solutions. They are seeking a Healthcare Customer Service Supervisor to oversee daily operations and manage a team, ensuring high-quality customer service for providers and clients while handling escalated issues and training staff.

AnalyticsCustomer ServiceFinancial Services

Responsibilities

Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company

Ensures smooth workflow for successful completion of customer service activities with high quality

Interfaces with other internal departments and subject matter experts as needed to resolve issues and communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner

Provides answers and handles escalation from team members; handles escalated questions from providers and resolves issues via phone and written correspondence

Drives research, analysis and resolution of questions and issues that arise

Provides training and support to new team members as well as all CSS team for any new or changing workflows or requirements

Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency and consistency of department output

Assists management with establishing and communicating goals and expectations to team members

Review team members’ performance on a regular basis and provides direction, coaching, and training to maximize the efficiency and results workflow process of the team(s)

Prepares and conducts annual staff performance reviews with support of management, and provides input to recommendations for transfer, promotion, termination, etc. of the team members

Resolves problems within the team and promotes collaboration and teamwork to ensure efficient, effective, team performance

Conducts regular meetings and communicates effectively with the team

Analyzes individual staff performance, attendance, compliance, work behaviors and adherence to policies; identifies individual and group issues and trends; communicates results and recommendations to the next level of management; and partners with management and HR to address accordingly

Reviews and approves scheduled time off requests, timecards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems. Monitors attendance and effectively raises and addresses concerns in collaboration with the next level management and HR

Follows and complies with company policies, processes and procedures

Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure training applicable for position

Maintain policy and procedure documents as well as contribute to the development and/or improvement of workflows and procedures based upon changing requirements

Maintain a current knowledge of all Medicare rules, regulations, policies and procedures, and contract requirements

Qualification

CPT/HCPCs/ICD-9/ICD-10 codingCustomer service policiesMedical claims processingSupervisory skillsMicrosoft OfficeProblem-solving skillsVerbal communicationWritten communicationInterpersonal skillsAttention to detailTime management

Required

High school degree or GED required

Minimum 6 years progressive customer service experience in the medical or health insurance field

Minimum 1+ years prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff

Thorough working knowledge of CPT/HCPCs/ICD-9/ICD-10 coding

Strong verbal and written communication skills; Ability to communicate professionally with internal and external audiences

Excellent interpersonal skills: Ability to maintain professionalism and composure in difficult interactions or conflict as well as builds credibility and trust

Solid supervisory skills: ability to effectively assess skills, transfer knowledge/skills to others and lead/direct the work of others

Ability to handle any non-standard situations that may arise applying good judgment and decision-making skills

Strong understanding of customer service policies and processes; healthcare Provider customer service background with demonstrated ability to adapt and document workflow as needed in a dynamic growth environment

Possess knowledge of Medicare rules and regulations

Demonstrated knowledge and skills in medical claims processing and/or billing experience required to perform job duties

Experience in some capacity of medical claim quality assurance, or past demonstrated experience in a QA function

Good problem-solving and analytical skills; ability to identify and resolve root-cause

Able to maintain confidentiality of sensitive data

Solid desktop system skills; strong use of standard Microsoft office applications including strong Excel skills; and adept in quickly adapting to use of various business systems and applications

Proven attention to detail and excellent organization skill

Ability to successfully perform function with minimum supervision

Time management skills to effectively manage diverse workload while completing work within allocated time frames in a fast-paced dynamic environment. Ability to adapt to changes easily and assist others to do so