Supervisor Customer Service, Medicare Advantage

Somerville, NJ - USA

Monthly Salary: $ 78000 - 113453

Posted on: 27-10-2025

Vacancies: 1 Vacancy

Job Summary

Site: Mass General Brigham Health Plan Holding Company Inc.

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

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.

Qualifications

High School Diploma or Equivalent required and Bachelors 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.

Additional Job Details (if applicable)

M-F 9:00 AM - 6:00PM Eastern Business hours required for remote role
Quiet secure stable compliant work station required

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$78000.00 - $113453.60/Annual

Grade

At Mass General Brigham we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive and any offer extended will take into account your skills relevant experience if applicable education certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however it does not encompass all elements contributing to your total compensation addition to competitive base pay we offer comprehensive benefits career advancement opportunities differentials premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

Mass General Brigham Health Plan Holding Company Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.

Required Experience:

Manager

Site: Mass General Brigham Health Plan Holding Company Inc.Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and com...