Customer Service Supervisor

Here at Community Health Service, Inc (CHSI), our mission is to provide high quality health care to the overlooked and underserved. Sound rewarding? You bet it is! If you are looking for more than just a "job" and want to invest your time making an impact on the lives of others, this is your chance to join our CHSI team!

CHSI is a private, non-profit organization established in 1973 to serve the health needs of migrant & seasonal farm workers and their family members. Today, CHSI has expanded its services and provides mental & physical healthcare to all individuals in our communities. Our services are provided on a more affordable sliding fee scale to those who are underinsured or uninsured. We also accept ND and MN Medicaid, Medicare, and most private insurance plans.

We currently operate four nurse-managed clinics, two mobile medical units, and two victim advocacy program centers in Minnesota & North Dakota.

We are searching for a full-time Customer Service Supervisor to join our Moorhead, MN team.

This position ensures all site encounter targets are accomplished. The position works under the direction of the Chief Operations Officer and other administrative departments to ensure site patient access quality requirements are met. To succeed as a call center supervisor, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. The call center supervisor should be supportive, communicative, and attentive.

The position will support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.

• Supervise and oversee all Patient Access Representatives (PARs).
• Ensure PARs understand and comply with all front desk and call center objectives, performance standards, and policies.
• Answer PAR questions regarding best practices.
• Monitor daily operations of the front desk, including check-ins, check-outs, and patient requests.
• Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance.
• Identify operational issues, suggest possible improvements, and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction.
• Ensure accuracy of front desk billing and payment processes.
• Monitor and evaluate PAR performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Develop and implement training programs to improve representative skills and knowledge.
• Prepare monthly, quarterly, and annual performance reports and analyzing data to assist management as they determine front desk customer service goals.
• Work with other management team members to support agents and maximize customer satisfaction.
• Motivate and support PARs through feedback and communication.
• Measure and analyze KPI's such as check-in & out times, call volume, call waiting, and call abandonment.
• Take incoming patient calls.
• Improve patient satisfaction and by recommending changes to call center and front desk.
• Keep track of employee engagement with call queues, and EHR work queues and ensure CHSI procedures are complied with.
• Manage front desk targets and goals for improvement.
• Collaborate with other teams to resolve customer issues and improve overall customer experience
• Assist in the development of call center policies, procedures, and standards

• Ability to work with and lead a team.
• Ability to communicate professionally with clinicians, nurses, administrative staff, frontline staff, contractors, governmental agencies, insurance payers, patients, family members of patients, and the general public of all age levels from child to senior citizen
• Analytical thinking skills and the ability to exercise sound judgement when making decisions. Familiar with front office, medical records, and billing.
• Must be customer service oriented and prepared to liaise with patients, their…