Overview
Supervisor, Care Support Services - Downers Grove - Contact Center
Position Highlights :
- Full-Time; 40 Hours
- Hours : Monday-Friday 9 : 30am-6 : 00pm ; rotating Saturdays.
- Location : Downers Grove
Benefits :
Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.Employer provided life and disability insurance.5,250 Tuition Reimbursement per year.Immediate 401(k) match.40 hours paid volunteer time off.A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.The Customer Care Support Supervisor is an experience team leader who has extensive knowledge of the Revenue Cycle and Claims processes. The Customer Care Support Supervisor will oversee the day to day operations associated with Customer Service, including actively coaching the team, handling escalated client issues, and cultivating a positive work environment. The Customer Care Support Supervisor is responsible for onboarding team members, establishing protocols and workflows, and other business needs for the department.
Responsibilities
Team Management :Monitors call volumes, assesses staffing needs, and make recommendations for coverage as necessaryCoordinates coaching conversations with team and disciplinary concerns as necessaryMaintains and supports business relationships with providers, ancillary staff, and department leadership for collaboration on concernsHandles meeting management and training responsibilitiesCommunicates daily responsibilities and assignments to teamTroubleshoots procedural and department challenges to provide efficient and effective resolutionCommunicates well with others with a directive and compassionate approachDaily Operations :Answers patient questions, inquiries, and concerns regarding their accounts.Works with patients and providers to resolve account challenges and communicate appropriate next steps for troubleshooting and supports the team to resolve complex issuesIdentifies potential revenue cycle challenges and works towards resolution with multi-disciplinary leadership teamsCommunicates with patients and providers on escalation issues as routed by the larger teamLiaises with Utilization Management to assist with appropriate resolution of authorization challenges, timelines, and executionLiaises with Claims Management to assist with appropriate resolution of claims related trends or concernsQualifications
Level of Education
High School / GED
No certification, registration or license required
Years of Experience
Mandatory : 2-5 years' experience in membership, customer service, and / or healthcare billing
Preferred : 1 year experience with team building, leadership and / or management
The compensation for this role includes a base pay range of $46,260-$69,390 with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.
Salary : $46,260 - $69,390
