Call Center Supervisor

About the Role

The Centers for Medicare & Medicaid Services (CMS) Comprehensive Error Rate Testing (CERT) program plays a vital role in safeguarding the integrity of the Medicare Fee-for-Service (FFS) program by ensuring that taxpayer-funded healthcare payments are accurate, appropriate, and compliant with federal requirements. Supporting CMS’s obligations under the Payment Integrity Information Act (PIIA), the program uses statistically valid sampling and independent medical review of claims to identify improper payments and measure program performance. The insights generated through CERT enable CMS to strengthen accountability, improve healthcare delivery practices, and drive corrective actions that protect both beneficiaries and public funds. Through this work, the CERT program helps uphold transparency, stewardship, and trust in one of the nation’s most critical healthcare systems.

This position provides administrative support for the Customer Service Department under the supervision of the Medical Records Manager. Only candidates with prior CERT experience will be considered.

Responsibilities

• Maintains a high level of knowledge and complies with all departmental protocol, policies, and procedures
• Responds to telephone inquiries promptly, professionally, and efficiently to provide a resolution
• Manages team’s schedule to ensure deadlines are met
• Approves and tracks team’s attendance, PTO requests, and timesheets
• Serves as team member’s backup when needed
• Coordinates with other departments when necessary to resolve any issues at hand
• Attends bi-weekly meetings and communicates any relevant issues or concerns to Apps department
• Maintains a neat, organized work area
• Attends required education and training programs
• Serves as liaison between the providers and various departments or team members in response to inquiries
• Performs other duties as assigned by the Call Center Manager

Requirements

• Associate in Medical Records or related field, or high school diploma/G.E.D.
• At least 3 years of medical record experience
• Prior CERT experience

Skills

• Proficiency in working with computers and computer software, specifically MS Word and MS Excel
• Ability to work within a call center environment and handle multiple phone lines throughout the business day
• Ability to speak clearly and articulate in a professional manner
• Ability to work with others in a team environment
• Familiarity with department-required equipment (computers, copiers, fax machines, scanners)
• Ability to perform record imaging after training
• Record filing and retrieval

Benefits

Eligible employees gain access to a wide range of benefits, including:

• Comprehensive health coverage (medical, dental, and vision insurance)
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan with employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages (pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection)
• Birth, adoption, and parental leave benefits
• Employee Assistance Plan (includes counseling services)

Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

Pay

This role is covered by the Service Contract Act. The hourly wage rate is determined by the Department of Labor’s Wage Determination (WD) and varies by locality. The salary range for this position can be found at the top of the posting. Additionally, Health and Welfare Benefits are provided based on the WD for the contract.