Healthcare Customer Service Supervisor

Our US partner is one of the leading Medical Digital Imaging Service Providers in New Jersey. They offer a full spectrum of diagnostic imaging services in comfortable, convenient, and friendly outpatient imaging centers.

We are looking for a dedicated and experienced Healthcare Customer Service Supervisor to oversee a team of front desk associates. The Team Lead will be responsible for managing and supporting the team while ensuring smooth daily operations in assisting patients, scheduling appointments, and handling general administrative tasks. The ideal candidate will have strong leadership skills, experience in healthcare or BPO environments, and a solid understanding of medical terminology, appointment scheduling, and customer service.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Lead and mentor a team of front desk associates to ensure optimal performance and service delivery.
• Oversee the operations, including answering customer inquiries and scheduling appointments.
• Handle and resolve customer concerns by providing accurate information and escalating critical issues as necessary.
• Ensure timely and accurate updates to patient accounts and appointment information.
• Monitor the team's daily workflow, providing guidance and support to improve efficiency and accuracy.
• Review and verify patient appointment details and communicate necessary preparations for upcoming procedures.
• Maintain compliance with healthcare regulations, particularly HIPAA, ensuring all interactions are conducted confidentially and securely.
• Assist in training new staff and ensure team members adhere to company policies and industry standards.
• Facilitate smooth communication between the front desk and other departments to meet patients' needs.
• Process orders, label received faxes, and maintain proper documentation in patient accounts.
  
  
  

QUALIFICATIONS:

• At least 3 years of experience as a Customer Service Team Lead in a BPO environment, preferably in a healthcare insurance account.
  

• Strong communication, problem-solving, and decision-making skills
• Emotional intelligence and the ability to motivate and resolve conflicts
• Effective time management, goal-setting, and performance monitoring
• Prior experience in a radiology or digital imaging center is a plus.
• Familiarity with appointment scheduling, back-office functions, and customer service.
• Strong knowledge of medical coding (CPT, ICD/ICD10, DX codes).
• Trained or certified in HIPAA compliance.