EBO - Customer Service Supervisor

About Us:  

Meduit is a national leader in healthcare revenue cycle management, supporting hospitals and physician practices in 48 states. We focus on optimizing payments, allowing clients to focus on patient care, and pride ourselves on our core values: Integrity, Teamwork, Continuous Improvement, Client-Focused, and Results-Oriented. Learn more at www.meduitrcm.com.  

About the Role:  

This role is responsible for driving team performance through goal setting, KPI tracking, coaching, and ongoing support. It provides training, handles escalations, coordinates with IT, and manages administrative tasks to ensure smooth daily operations. The position also interacts with clients through meetings and reporting, representing the team’s performance and needs. 

Key Responsibilities:  

• Performance Management & Coaching: Establish team goals, monitor key performance indicators (KPIs), provide regular coaching and feedback, recognize achievements, and support employee engagement and development. 
• Team Training & Support: Facilitate onboarding and ongoing training, answer questions, remove barriers to success, and serve as a resource for team members on processes, systems, and client requirements. 
• Client Support & Communication: Participate in client meetings as assigned, provide operational updates, assist with reporting, and help ensure service level expectations are consistently met. 
• Escalation Management & Call Support: Handle customer and client escalations, conduct supervisor call support when needed, de-escalate challenging situations, and provide coaching based on call observations and quality findings. 
• Technology & Systems Coordination: Partner with internal support teams to resolve system-related issues, submit and monitor IT requests, and assist team members with access, equipment, and technology challenges. 
• Operational & Administrative Oversight: Review and respond to operational communications, monitor attendance and timekeeping, maintain documentation, and support day-to-day departmental operations. 

Required Qualifications:  

• High school diploma or GED required. 
• Proficiency with Microsoft Office applications and the ability to learn and navigate multiple systems used for communication, reporting, timekeeping, and performance management. 
• Strong written communication, organizational, and documentation skills. 
• Minimum of two (2) years of experience in a healthcare, revenue cycle management (RCM), financial services, customer service, contact center, or other service-driven environment. 
• Demonstrated ability to manage multiple priorities, exercise sound judgment, and maintain professionalism in a fast-paced environment 

Preferred Qualifications:  

• Experience supervising, coaching, mentoring, or leading employees in a contact center, healthcare, customer service, or other performance-driven environment. 
• Revenue Cycle Management (RCM) experience, including healthcare billing, insurance, collections, patient financial services, or related functions. 
• Experience serving as a Team Lead, Trainer, Subject Matter Expert (SME), Mentor, or similar role involving employee support and informal leadership, including familiarity with performance metrics, employee coaching, and development. 
• Familiarity with healthcare systems such as Epic, Cerner, or other electronic health record (EHR) and revenue cycle platforms. 

Employment eligibility:  

•   Must be legally authorized to work in the United States without sponsorship 
• As a condition of employment, a pre-employment background check will be conducted 

What We Offer:  

• Medical, dental, and vision insurance  
• HSA and FSA available  
• 401(k) with company match  
• Paid Wellness Time and Holidays  
• Employer paid life insurance and long-term disability  
• Internal growth opportunities  

Meduit is an Equal Opportunity Employer. We do not discriminate based on any protected class and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.