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Customer Experience Supervisor - INTEGRIS Central Business Office

Customer Experience Supervisor - INTEGRIS Central Business Office

Position Summary:

The Customer Service Supervisor is accountable for maintaining patient satisfaction through the management of INTEGRIS centralized customer service unit, which handles incoming patient inquiries surrounding both hospital and physician billing. The Customer Service Supervisor manages customer service representatives to ensure patient questions and concerns are handled in a prompt, friendly, and concise manner. Acting as a liaison between internal and external constituents, the individual in this role works to improve current departmental processes and policies in a way that increases both operational efficiencies and patient satisfaction

Essential Functions:

The Customer Service Representative Supervisors responsibilities include, but are not limited to, the following:

* Plays an active role in setting goals with management, communicates goals to employees, and evaluates customer service metrics to ensure that performance measures align with organizational goals

* Continually evaluates departmental process flows and practices in order to seek opportunities for improvement; conveys feedback and suggestions to administration

* Serves as a liaison between customer service, administration, billing, and clinical teams.

* Participates in recruitment efforts for customer service representatives and serves on hiring committees as needed to aid in identifying highly qualified candidates

* Regularly assesses team member productivity and workloads to ensure an equitable distribution of calls

* Meets with team members falling below organization productivity and/or quality standards to develop and administer a performance improvement plan

* Regularly conducts call monitoring and provides front-line staff with actionable feedback

* Serves as the point person for resolving patient concerns or complains escalated by customer service representatives

* Ensures departmental caregivers adhere to federal and state regulations related to the protection of patient information as well as the facility- specific guidelines

Accountability: Reports to assigned supervisor

Required Physical Demands (Subject to Reasonable Accommodation):

Keyboarding/Dexterity: Frequently; activity exists from 1/3 to 2/3 of the time
Standing/Walking: Occasionally; activity exists up to 1/3 of the time
Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
Talking (Must be able to effectively communicate verbally): Yes
Seeing: Yes
Hearing: Yes
Color Acuity (Must be able to distinguish and identify colors): No

This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information.

Environmental Conditions: Normal office conditions.

Job Code: 8655

All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status. INTEGRIS Health is an Equal Opportunity/Affirmative Action Employer.


* Bachelors in healthcare, Healthcare Administration, Business Administration or related field with experience in medical billing, medical collections, basic ICD10 and or CPT coding OR Associates in Healthcare, Healthcare Administration, Business Administration with 2 years of experience in medical billing, medical collections, basic ICD10 and or CPT coding OR 4 years of experience in medical billing, medical collections, basic ICD10 and or CPT coding.
* Previous experience in a call-center or dialer environment preferred
* Previous leadership/supervisory experience preferred.
* Previous experience with health care analytics/reports or call quality evaluation
* Previous work experience using standard office equipment and PC software
* Must be able to communicate effectively with others in English (verbal/written)
Salary Range
$25,000.00 - 45,000.00
per Year
Salary range estimated by
Oklahoma City, OK, US