What are the responsibilities and job description for the Supervisor - Customer Service Team position at Fusion Anesthesia Solutions?
We are seeking an experienced Customer Service Supervisor to lead our in-office, anesthesia billing call center team. This role will oversee a dedicated team handling both incoming and outgoing patient calls related to anesthesia billing inquiries, payment processing, and insurance verification.
Key Responsibilities
- Supervise, coach, and develop a team of customer service representatives
- Monitor call quality and performance metrics to ensure excellent patient service
- Create and implement training programs for new and existing team members
- Establish performance goals and conduct regular evaluations
- Manage call center schedules and workflow to optimize efficiency
- Address and resolve escalated patient concerns regarding anesthesia billing
- Collaborate with billing specialists to ensure accurate information is provided to patients
- Generate and analyze call center performance reports
- Implement process improvements to enhance patient satisfaction and team productivity
Required Experience/Qualifications
- 3 years of supervisory experience in a call center environment
- Demonstrated leadership abilities and team management skills
- Experience in healthcare billing, insurance, or revenue cycle management
- Proven track record of training and developing customer service teams
- Ability to handle complex patient inquiries with empathy and professionalism
Preferred Qualifications
- Experience specifically with anesthesia billing or medical specialty billing
- Knowledge of medical coding and billing procedures
- Familiarity with healthcare compliance regulations (HIPAA, etc.)
- Experience with call center technology and CRM systems
- Background in performance management and quality assurance
Skills
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Exceptional organizational and multitasking capabilities
- Ability to analyze call metrics and implement improvements
- Patient-centered approach to customer service
- Bilingual is a plus
Education
- Bachelor's degree preferred, or equivalent combination of education and experience
- Healthcare-related certifications a plus
8 Hour In-office workday with combination of varying shifts of 8:00AM-4:00PM and 10:00AM-6:00PM (CST)