Supervisor Customer Service, Medicare Advantage

Mass General Brigham Health Plan
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Oct 23, 2025
Responsible for overseeing a team of customer service representatives, monitor call center operations, and provide guidance and support to ensure efficient and effective customer interactions. Essential Functions -Manage and supervise a team of customer service representatives in a healthcare call center environment, including scheduling, training, and performance evaluations. -Ensure that customer service representatives adhere to established protocols, procedures, and service level agreements to meet or exceed performance targets and customer satisfaction goals. -Monitor call center operations, including call volume, average handle time, and other key performance indicators (KPIs), and take proactive measures to optimize efficiency and productivity. -Provide coaching, mentoring, and ongoing feedback to customer service representatives to improve their skills, knowledge, and performance. -Handle escalated customer inquiries or complaints, demonstrating professionalism and empathy, and working towards swift resolution while adhering to company policies and procedures. High School Diploma or Equivalent required and Bachelor's Degree Business preferred Experience Experience in a supervisory or leadership role within a healthcare call center or customer service environment. 3-5 years required Knowledge, Skills and Abilities - In-depth knowledge of healthcare terminology, insurance, and billing processes is highly desirable. - Strong understanding of call center operations, including KPIs, workforce management, and quality assurance measures. - Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels. - Exceptional problem-solving and decision-making abilities, with the capacity to handle complex and sensitive customer issues. - Proficient in using customer relationship management (CRM) software, call center technology, and Microsoft Office applications. - Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement. * M-F, 9:00 AM - 6:00PM Eastern Business hours required for remote role * Quiet, secure, stable, compliant work station required Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.