Supervisor Customer Service

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. The Opportunity: 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 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,