Customer Service Supervisor

Customer Service Supervisor

Our Customer Service Supervisor oversees the daily operations of the Medicare Call Center to ensure the timely, accurate, and courteous handling of provider inquiries received via phone or written correspondence. This supervisor manages and supports a team of call center representatives, providing coaching, training, and performance feedback to maintain high-quality customer service standards. They ensure compliance with CMS (Centers for Medicare & Medicaid Services) requirements, adherence to Quality Assurance Surveillance Plan (QASP) and Award Fee metrics, and maintain a strong focus on service accuracy, efficiency, and stakeholder satisfaction. This supervisor also collaborates with internal departments to resolve complex issues and enhance the overall customer experience.

Salary Range $70,500 ~ $84,500

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

Work Location: Employees living within 45 miles of WPS Headquarters (1717 W. Broadway in Madison, WI) will be expected to be able to work Hybrid 2 days a week on a regular basis. We do offer remote work in the following approved states: Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin.

How do I know this opportunity is right for me? If you:

• Enjoy supervising daily call center operations to ensure efficient, accurate, and customer-focused responses to Medicare inquiries.
• Have monitored and evaluated staff performance through call reviews, quality audits, and performance metrics; provide coaching, feedback, and disciplinary action as needed.
• Can analyze call center data and prepare performance reports to identify trends, track progress toward goals, and recommend process or policy improvements.
• Can ensure compliance with company policies, CMS directives, and applicable regulations (e.g., HIPAA).
• Have handled escalated customer inquiries and ensure timely resolution with a customer-first approach.
• Have a passion for maintaining operational excellence by monitoring performance indicators to ensure quality and productivity targets are consistently achieved.
• Like to collaborate with internal departments to share insights, identify root causes, and implement solutions that optimize service levels and operational efficiency.
• Thrive while supporting quality and regulatory adherence through consistent oversight and adherence to contractual and programmatic requirements.
• Want to promote a culture of continuous improvement by identifying opportunities to enhance processes, streamline workflows, and improve the customer experience.

Minimum Qualifications:

• High School Diploma, GED, or equivalent.
• 3 or more years of experience in customer service, claims processing, outreach, or Home Health and Hospice operations.
• 1 or more years in a supervisory or lead role.
• Solid knowledge of Medicare Part A, Part B, and/or Home Health and Hospice program guidelines.
• Knowledge of QASP, CMS compliance standards, and Medicare program operations.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Proven analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Highly organized and detail-oriented, capable of managing multiple priorities in a fast-paced environment.
• Comfortable working in a complex, rapidly evolving environment with multiple internal and external stakeholders.
• Proficiency in call center and workforce management tools, such as CRM systems and OnBase.

Preferred:

• 5 or more years of experience in customer service, claims processing, outreach, or Home Health and Hospice operations.
• 3 or more years in a supervisory