Supervisor--Patient Customer Service - Hybrid

Responsibilities

• Supervise day-to-day CSSR department operations
• Monitor team activities and adjust staffing or workflows
• Train, mentor, and directly supervise customer service team members
• Develop, implement, and maintain QA processes and procedures
• Address and resolve escalated or complex service related inquiries
• Assess departmental performance and provide feedback
• Maintain documentation related to department
• Administer and manage policies and procedures
• Collaborate with department, product, and support teams to resolve issues
• Coordinate and execute test plans, cases, and scripts
• Identify, document, and track software defects
• Maintain compliance with industry standards and best practices

Requirements

• High school diploma or GED equivalent
• 3 or more years of experience in a customer service or call center operations
• 3 or more years of high volume laboratory or healthcare-related experience
• 3 or more years of operations, policies, and procedures experience
• Knowledge of Labcorp RCM systems
• 3 or more years experience with patient billing accounts

Qualifications

• Associates degree or higher
• Identify opportunities and solutions to meet the overall needs of the department
• Knowledge of healthcare industry terminology
• Proficiency in standard office software applications
• Effective written and verbal communication skills
• Analyze information and make decisions in a fast-paced environment
• Redirect undesirable performance and actions, whether through performance analysis or corrective action

Benefits

Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including:

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan

Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

For more detailed information, please click here.

Pay

Details on pay are not specified in this posting.

Schedule

This hybrid position offers a balanced schedule of three in-office workdays at our Burlington or Durham, NC locations and two remote workdays per week, supporting both collaboration and flexibility.