Description

NOTE: THIS POSITION HAS THE ABILITY TO WORK REMOTELY UNTIL FURTHER NOTICE! 

Innovista Health Solutions is an Illinois-based service organization with management services operations in Illinois and Texas. We are currently looking for Customer Service Supervisor reporting out of our Oak Brook, IL office. At Innovista, we believe that positive forward movement in today’s uncertain healthcare market stems from the combination of innovative programs and dedicated people. Join the Innovista team and lead the charge to a better, more efficient healthcare system.

JOB SUMMARY:

Supervise the Customer Service Department team. Provide expertise and training relating to Customer Service issues to co-workers and management.

DUTIES AND RESPONSIBILITIES:

• Strategizing and monitoring daily work flow of customer service operations; provide guidance, monitor productivity, performance and provide related feedback. 
• Approve payroll and manage PTO for Customer Service staff. 
• Resolve complex problems and handle escalated calls from members, providers and Health Plans. Communicate resolution or requested information to the caller. These phone calls will include but are not limited to the following:

o Assist in resolution of difficulties with access and telephone availability of physician offices. 

o Eligibility and claim inquiries.

o Assist in resolution of member complaints.

o Verify eligibility and co-payments.

• Ensure department has proper phone coverage and assist with taking calls when necessary.
• Train new and existing staff, encourage and assist employees in acquiring knowledge and skills essential for effective job performance. 
• Conduct monthly call audits and deliver feedback to Customer Service staff.
• Assist with development and implementation of policies and procedure for Customer Service team. 
• Maintain documentation pertaining to customer service department activities.
• Partner with Manager to proactively identify potential issues, consider alternative solutions, and take corrective action to resolve problems. 
• Continuous Improvement – Seek opportunities for improvements with the team and lead the execution of improvements.
• Communication and Teamwork —Support the communication of new policies and procedures to CSU team. 
• Conduct/participate in team/department meetings with the Customer Service Manager. 
• Act as an interface with internal departments. 
• Perform related duties as required. 

Requirements

• Bachelor’s degree or equivalent experience required.
• At least 4-5 years of relevant professional experience, including a call center environment in the healthcare field resolving billing issues, insurance inquiries, and have medical terminology. 
• A minimum of three (3) years of responsible leadership experiences in management positions preferred. 
• Experience with EZ Cap claim system a plus.
• Demonstrate a working understanding of ICD10, coding, claim adjudication codes, and medical terminology. 
• Strong interpersonal skills & phone presence skill. 
• Demonstrate excellent organizational skills. 
• Demonstrate effective verbal and written communication skills. 
• Demonstrate analytic skills when problem solving. 
• Proficient in MS Office Applications and ability to learn department and job specific software systems. 
• Demonstrate high attention to detail and a high degree of accuracy. 
• Able to commit to Innovista’s corporate mission and values.
• Able to switch priorities in a positive and effective manner when directed by Company leadership. 
• Able to effectively communicate technical concepts with team members and basic business concepts with team members and internal customers. 
• Eligible for consideration of partial work from home status upon completion of probationary period as designated by the direct supervisor. 

BENEFITS:

Innovista is dedicated to hiring passionate individuals who embody our core values: integrity, determination, and teamwork. We recognize the importance of work-life integration and seek to provide our employees with competitive benefits, which include:

• Comprehensive health plan options, dental, and vision coverage subsidized by Innovista
• Opportunity to work from home, based on position and manager discretion
• Company-paid benefits, such as short- and long-term disability, employee life, and AD&D
• Discretionary bonus
• 401(k) with company match
• Opportunity for career advancement and growth
• Flex time options may be available

We do not post salary ranges. Salary ranges posted on other sites are not tied to our labor market specifications and are not relevant.