Customer Service Supervisor - Non-Clinical

Washington, DC
Sep 08, 2020
Sep 26, 2020
Full Time
This is a long-term contract.

Oversees non-clinical activities (case entry, inbound / outbound calls, and correspondence), collaborating with contracting organization and NRI management to ensure complete and timely achievement of contract deliverables. Supervises non-clinical staff, ensures sufficient staffing to maintain production expectations, resolves escalated issues, and provides operational subject matter expertise.
  • Schedules and conducts candidate interviews with organization management.
  • Administers onboarding activities.
  • Confers with organization health management to determine initial and on-going training needs.
  • Formulates teaching outlines, instructional methods, and teaching aids.
  • Delivers 1:1 and group training; assesses trainees' performance to measure progress and evaluate training effectiveness.
  • Monitors attendance and approves NRI time records; reviews and approves time off requests.
  • Anticipates and responds to staff shortages, workload spikes, and similar situations.
  • Addresses work-related conduct issues, in consultation with NRI management.
  • Build cases, generate correspondence, and perform other front-line duties as necessary.
  • Ensures that all productivity and attendance standards are met by all intake staff.
  • In collaboration with organization management, establishes, trains, and maintains customer service standards, addressing complaints and escalated issues and monitoring staff performance.

Job Requirements

  • Associate's degree (or equivalent combination of education and work experience).
  • 6+ years of customer service or other relevant work experience.
  • 3+ years of supervisory work experience.
  • Experience with Medicaid billing and programs.
  • Proficiency with MS Office Suite; ability to type at least 45 WPM.
  • Strong interpersonal and communication skills; strong attention to detail.

Additional Information

NRI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Meet Your Recruiter

Julie Segor

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