University Physicians' Association, Inc. (UPA) · 4 hours ago
Customer Service Supervisor
Knoxville, TN
Full-time
Onsite
Mid LevelUniversity Physicians' Association, Inc. is seeking a Customer Service Supervisor to oversee the daily operations of their customer service call center team. This role focuses on ensuring exceptional customer experience, compliance with billing regulations, and achievement of performance metrics related to call handling and patient satisfaction.
AccountingConsultingHealth Care
Responsibilities
Supervise daily call center operations, ensuring timely response to inbound calls, emails, and patient inquiries related to billing and insurance
Monitor call volumes, hold times, and service quality to maintain established performance standards
Coach, mentor, and evaluate team members through regular feedback, performance reviews, and quality monitoring
Serve as the first point of escalation for complex or sensitive patient account issues
Ensure accurate and compliant communication of billing, insurance, and payment information in accordance with HIPAA and company policy
Collaborate with billing, payment posting, and collections teams to resolve account discrepancies and streamline workflow
Assist in developing and maintaining standard operating procedures and training materials for customer service operations
Manage and prepare accounts for collection agency placement
Prepare and analyze performance reports, call statistics, and productivity metrics
Recommend process improvements to enhance efficiency, accuracy, and the overall patient experience
Assist in hiring, onboarding, and continuous training of new representatives
Stay current on payer policies, billing guidelines, and regulatory updates impacting patient financial communications
Qualification
Required
Requires High School education or equivalency
Experience in healthcare revenue cycle operations
Supervisory experience
Ability to work in a dynamic environment and manage multiple priorities
Strong understanding of the full healthcare revenue cycle process
High level of professionalism, empathy, and customer service orientation
Excellent communication and presentation skills
Ability to lead and mentor others while adapting styles for different learning needs
Proficiency in Microsoft Office applications and revenue cycle systems
Ability to simplify complex concepts into clear, actionable training content
Strong organizational, analytical, and problem-solving skills
Demonstrates the ability to work with others daily
Preferred
Medical courses or college preferred
Company
University Physicians' Association, Inc. (UPA)
Knoxville, Tennessee University Physicians' Association, Inc.
Founded in 1995
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Duncan
CIO, Vice President of Information Technology & Security
Company data provided by crunchbase