Supervisor Customer Service

Sierra Drive Campus
1040 Sierra Drive Greenwood, Indiana 46143
WHO WE ARE
With 12 ministries and access points across Indiana and Illinois, Franciscan Health is one of the largest Catholic health care systems in the Midwest. Franciscan Health takes pride in hiring coworkers that provide compassionate, comprehensive care for our patients and the communities we serve.
WHAT YOU CAN EXPECT

• Manage staff in positions of Customer Service Representatives and Service Excellence.
• Ensure all Customer Service calls are answered in a timely and professional manner.
• Facilitate resolution of patient complaints and ensure they are logged and completed timely and elevated to Customer Service Manager when necessary.
• Establish standards that provide a valid and accurate tool to measure employee performance.
• Monitor staff productivity levels.
• Work with Service Excellence Staff to ensure that disputes are logged and completed timely.
• Complete spreadsheets for statistical measures for monthly KPI monitoring and weekly feedback.
• Adjust staff assignments based on volumes.
• Create and maintain scripting to ensure appropriate and patient friendly assistance from CSR.
• Collaborate with QA team to monitor calls for QA purposes.
• Work closely with management within and outside department to ensure compliance to internal company and federal regulations.
• Evaluate and improve services to ensure they are consumer oriented and provide a positive, values based environment.
• Maintain the Feedback Monitor Pro System.
• Provide Service Excellence and Symposium reports to Manager every month.

QUALIFICATIONS

• Preferred Associate's Degree
• Preferred Bachelor's Degree
• Required High School Diploma/GED
• 5 years Patient Accounting, billing, collections, Customer Service, or cash application Required

TRAVEL IS REQUIRED:
Never or Rarely
EQUAL OPPORTUNITY EMPLOYER
It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.
Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.
Franciscan Alliance is committed to equal employment opportunity.