Supervisor, Customer Service - 25-31

We’re delighted you’re considering joining us!

At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

Join Our Team!

Hill Physicians has much to offer prospective employees.  We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and have been recognized as one of the “Healthiest Places to Work in the Bay Area.” When you join our team, you’re making a great choice for your professional career and your personal satisfaction.

DE&I Statement:

At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are.

We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!

Job Description:

To provide team members the leadership, guidance, and management necessary so they can provide the highest quality world class service to members, providers, health plans, etc. in the most professional and efficient manner.  Lead the Quality team.  Manage the daily operations of the Customer Service Department.  As leaders, assist the Customer Service Director in improving the overall operations of the department and the performance of its individual members.

Essential Responsibilities

• Motivate employees to deliver results that match or exceed desired metrics/goals.  Track performance and provide feedback in a timely manner.

• Assist Director in continuous improvement initiatives, achieving/exceeding department goals and completing related projects/tasks. 

• Responsible for the employee lifecycle.  Coach/mentor all employees to help them reach their full potential and individual career goals.

• Assist in the resolution of complex inquiries/issues.  Handle escalated calls.

• Assist customers by responding to inquiries and identifying/resolving issues regarding eligibility, benefits, claims, and authorizations; this includes triaging/routing appropriately and using multiple systems to locate information and document interactions.

Non-Essential Responsibilities

• Assist in the development and implementation of policies, procedures, goals, etc.

• Participate in and/or lead various meetings with colleagues both in and outside of the department.

• Other tasks/projects as assigned.

Education and Experience

• Bachelor’s degree or equivalent work-related experience

• Minimum 3 years of Customer Service contact center experience

• Minimum 1 year supervisory/leadership experience

• Experience working in a healthcare setting

Technical Skills

• Working knowledge of Microsoft 365.  RingCentral, and Epic Tapestry, a plus

• Proficient in handling authorization, benefit, eligibility, and complex medical claims inquiries/complaints, including full risk

• Experience in dealing with various insurance types, e.g., PPO, HMO

• Able to gather, synthesize, and summarize various data points and present KPIs to management

Leadership and Management

• Responsible for hiring decisions and conducting workforce analysis to determine need

• Strong motivational, coaching, and mentoring skills. Able to build strong employee relationships

• Maintain personnel records/reports, manage attendance (including leaves) and discipline (through termination, if necessary) for a team of 15 employees

• Policy and Procedure writing to comply with business need and compliance/regulatory guidelines

• Participate in and lead cross functional meetings

• Ability to handle and defuse escalated customers/situations triaged by the representatives, as well as the director and C-suite

• Assist in training members of the department

• Oversee the quality assurance team

• Strong written and verbal communication skills

• Proven ability to multi-task effectively while meeting deadlines, able to quickly and accurately shift attention without loss of quality or appearance of frustration

• Proven ability to identify, analyze, and solve problems decisively; anticipate unintend