What are the responsibilities and job description for the Supervisor Customer Service position at Mass General Brigham Health Plan?
High School Diploma or Equivalent required and Bachelor's Degree Business preferred
Experience in a supervisory or leadership role within a healthcare call center or customer service environment. 3-5 years required
Knowledge, Skills and Abilities
- In-depth knowledge of healthcare terminology, insurance, and billing processes is highly desirable.
- Strong understanding of call center operations, including KPIs, workforce management, and quality assurance measures.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Exceptional problem-solving and decision-making abilities, with the capacity to handle complex and sensitive customer issues.
- Proficient in using customer relationship management (CRM) software, call center technology, and Microsoft Office applications.
- Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement.
Physical Requirements
- Standing Occasionally (3-33%)
- Walking Occasionally (3-33%)
- Sitting Constantly (67-100%)
- Lifting Occasionally (3-33%) 20lbs - 35lbs
- Carrying Occasionally (3-33%) 20lbs - 35lbs
- Pushing Rarely (Less than 2%)
- Pulling Rarely (Less than 2%)
- Climbing Rarely (Less than 2%)
- Balancing Occasionally (3-33%)
- Stooping Occasionally (3-33%)
- Kneeling Rarely (Less than 2%)
- Crouching Rarely (Less than 2%)
- Crawling Rarely (Less than 2%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Constantly (67-100%)
- Fine Manipulation (Fingering) Frequently (34-66%)
- Feeling Constantly (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%)
- Hearing Constantly (67-100%)
Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Our promise as a people-first organization starts with our employees. AllWays Health Partners is committed to diversity, equity, and inclusion in our workforce, internal culture, and investments. As an equal opportunity employer, AllWays Health Partners recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives, and backgrounds.
