Job Description

Customer Service Supervisor

The Customer Service Supervisor provides frontline leadership and operational support for a growing Customer Service team. This position is responsible for supervising a team of approximately 13 full-time associates, ensuring consistent performance, effective coaching, quality oversight, and timely escalation support. As team volumes and operational complexity continue to increase, this role will help strengthen accountability, improve associate development, and support sustainable service delivery.

***The salary range for this position is $52,100 - $78,150***

Essential Job Functions

• Provide daily leadership, coaching, and support to Customer Service associates to ensure performance expectations, quality standards, and service level goals are met.
• Monitor team productivity, call quality, customer interactions, and workflow performance to identify coaching opportunities and operational trends.
• Conduct regular one-on-one meetings, performance discussions, and development conversations to support associate growth, engagement, and accountability.
• Serve as an escalation point for complex customer concerns, account issues, service challenges, and operational barriers requiring supervisor review or intervention.
• Support performance management processes, including documentation, corrective action, recognition, and follow-up as appropriate.
• Partner with leadership, quality, training, and operational teams to address process gaps, improve consistency, and support client and departmental priorities.
• Assist with onboarding, training reinforcement, and ongoing development of associates to ensure understanding of policies, procedures, systems, and service expectations.
• Review and analyze performance metrics, quality results, service level trends, and associate outcomes to drive continuous improvement.
• Promote a positive associate experience by fostering communication, collaboration, professionalism, and a culture of accountability.
• Ensure team adherence to company policies, compliance requirements, revenue cycle procedures, and customer service standards.
• Perform other duties as assigned to support operational priorities, client needs, and business continuity.

Employment Qualifications

• High school diploma or GED required; associate's or bachelor's degree preferred.
• Minimum of 2–3 years of customer service, call center, healthcare, revenue cycle, patient financial services, or related experience preferred.
• Prior leadership, team lead, supervisory, coaching, or performance management experience preferred.
• Experience in physician and hospital operations, compliance and provider relations.
• Working knowledge of healthcare revenue cycle processes, billing, insurance, payments, account resolution, or patient financial services preferred.
• Must be inquisitive and demonstrate openness to innovation including AI (Artificial Intelligence) to explore better processes and ways to alleviate friction and improve patient and client experiences.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, communication, and interpersonal skills.
• Ability to hold associates accountable while supporting engagement, development, and performance improvement.
• Strong problem-solving, critical thinking, and decision-making skills in a fast-paced environment.
• Ability to research, resolve, and escalate complex customer service or account-related issues appropriately.
• Strong attention to detail and ability to evaluate performance data, quality results, and operational trends.
• Ability to collaborate effectively with internal teams, leaders, and business partners to support department goals.
• Proficiency with Microsoft Office tools and ability to learn call center, customer service, and revenue cycle systems.
• Commitment to professionalism, compliance, confidentiality, and excellent customer service.

Work Environment

This role supports a high-volume, fast-paced Customer Service environment. The position may be remote, hybrid, or onsite based on business needs and may require extended periods of phone and computer use. Schedule flexibility may be required to support operational priorities, service levels, and client needs.

Role Impact

The Customer Service Supervisor will increase frontline leadership capacity, improve consistency in coaching and performance management, strengthen quality oversight, and provide timely escalation support. This role is critical to sustaining operational performance, improving the associate experience, and supporting continued growth as service volumes and business complexity increase.

Join an award-winning company

Five-time winner of "Best in KLAS" 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered. Individuals may reapply when located within the United States.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role's range.

Employment Disclaimers – Ensemble

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