Customer Service Supervisor

Silver Spring, Maryland-Silver Spring
Dec 03, 2020
Jan 07, 2021
Full Time
The Customer Service Team Lead will oversee the daily system and customer service process to include monitoring phone queue, navigation of staff, productivity, quality and accuracy of work.

Will participate in training and individual action plans as directed to assist with performance improvement.

Will provide coverage and phone support as needed during high volumes and staff absence.

Will possess the ability to recognize and document trends and participate in committees and action plans to resolve root cause contributing to improved organizational performance.

Document customer service problems and related progress to inform Customer Service manager.

Responsible for completing multiple customer service monthly reports to include bad debt adjustment accounts, hospital and physician payment plan review and physician self-pay unapplied.


Minimum Education
High School Diploma or GED (Required)

Associates Degree - Each year of work experience may be substituted for each year of education required (Required)

Minimum Work Experience
5 years medical business office experience (Required)

3 years in customer service supervisory experience (Required)

Bilingual, English/Spanish a plus.

Required Skills/Knowledge
Excellent interpersonal and written communication skills required
Ability to delegate assignments and follow through on details is essential.
Excellent internal and external customer service skills required.
Must have working knowledge of medical billing systems and how they are used for account follow up and resolution. Meet the overall objectives and deadlines in a timely manner for assigned projects.
Ability to supervise, counsel, train, and develop staff. Advanced technical skills, as appropriate.
Must possess ability to be effective and efficient in a fast paced environment, managing multiple competing tasks and priorities.
Proficient in Microsoft products

Functional Accountabilities

Oversee Customer Service Staff
1. Assists management with daily operation of the customer service department
2. Collaborates with management to determine goals.
3. Follows up and resolves escalated account issues
5. Contacts departments outside of Business Operations to resolve billing inquires

1. Joins manager during interview process for new staff
2. Trains new staff
3. Reviews and monitors assigned staff's work; plans and provides training as needed
4. Meets with manager and provides staff's performance feedback daily; recommends any corrective action; joins manager during performance evaluation presentations.
5. Submits leave request to manager.

Review and Verify
1. Reviews adjustment forms and make recommendations for write-offs to manager .
2. Reviews all cases over 1000 before sending to outside bad debt agency.
3. Manages placements and review vouchers of all agencies.
4. Ensures cases are accurate before sending to agency.

1. Identifies and discusses potential problems and concerns to manager
2. Discuss opportunities for improvement and efficiency within department with manager

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

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