Supervisor of Customer Service

Job Summary:

The Laboratory Customer Service Supervisor is responsible for the daily operations of the customer service department for Pathology. The Customer Service Supervisor provides technical expertise and is responsible for the performance of the section s ability to maintain high quality customer service and meet established key performance indicators. This position works closely with the Laboratory Relations and Outreach Manager to ensure that customer expectations are met. This position works closely with laboratory supervisors to ensure insurance requirements, such as prior authorizations, are in place. The supervisor creates a culture of process improvement and teamwork. Responsibilities include, but are not limited to:

• Leading, supervising, training, and mentoring a team of customer service representatives, providing guidance and support to ensure the highest level of customer service.
• Building and maintaining the laboratory's reputation for exceptional customer service
• Overseeing customer service department growth to accommodate laboratory client and test menu growth
• Working with laboratory leadership to identify customer service department goals and key performance indicators
• Supporting the Department of Pathology s revenue cycle performance
• Supervising all laboratory client billing, including monitoring, auditing, and identifying billing issues
• Developing and implementing policies, structuring processes to increase staff quality and productivity, tracking and reporting on key performance indicators, and maintaining contact with established accounts on a regular basis

Minimum Qualifications:

NYS Licensed/eligible to practice as a Clinical Laboratory Technologist, Masters degree in one of the chemical, physical or biological sciences, two years of Clinical laboratory experience to include 2 years of supervisory experience OR NYS Licensed/eligible to practice as a Clinical Laboratory Technologist, a minimum of four years of Clinical Laboratory experience to include 2 years of supervisory experience. Must be able to distinguish colors for the purposes of performing laboratory tests.

Preferred Qualifications:

Relevant patient financial/insurance services experience in a healthcare-related setting with working knowledge of medical terminology, familiarity with medical coding, and excellent written/oral communication skills required. Knowledge of medical billing requirements, experience in laboratory services billing, and previous customer service experience preferred.

Work Days:

M-F 8am-4:30pm

Message to Applicants:

Recruitment Office: Human Resources