Supv Customer Service - Revenue Cycle - Full Time

Supervisor, Customer Service – Revenue Cycle - SNHH - Hybrid

Who We Are

Southern New Hampshire Health has been a cornerstone of the region since 1893, delivering high-quality, compassionate care close to home. Anchored by Southern New Hampshire Medical Center—a 188-bed, DNV-accredited hospital in downtown Nashua with a Level III-N trauma center, Level II Special Care Nursery, and Magnet® designation for nursing excellence—we offer a full spectrum of services from primary care to advanced diagnostics and specialized treatments. Our medical staff includes over 500 providers from Foundation Medical Partners, and local practices. Foundation Medical Partners, our multi-specialty group, spans 70+ practices across southern New Hampshire and northern Massachusetts, providing coordinated, patient-centered care to thousands each year.

About the Job

The Supervisor, Customer Service plays a critical role in supporting high-quality customer service delivery across Southern New Hampshire Health. This role oversees daily operations, staff performance, escalations, workflow optimization, and patient experience initiatives. The supervisor serves as the primary point of contact for internal and external escalations, partnering closely with R1 and cross-functional stakeholders to ensure timely, accurate, and compassionate service.

What You’ll Do

• Monitor daily SNHH customer service performance and ensure compliance with service standards.

• Lead weekly and monthly customer service team meetings to review metrics, address concerns, and share updates.

• Serve as the primary point of contact for R1 escalations and collaborate with R1 leaders to resolve complex patient issues.

• Audit patient calls to ensure accuracy, compliance, and alignment with best practices.

• Manage escalation support activities, including EzTrack follow-up, call review, coaching, and documentation.

• Handle internal patient escalations, triaging concerns and coordinating resolution with internal stakeholders.

• Track recurring issues and implement long-term corrective actions.

• Review accounts pending bad debt and charity for accuracy and processing.

• Validate and approve patient refund requests in Workday.

• Train staff on policies, workflows, and best practices; maintain SOPs and process documentation.

• Analyze and optimize workflows to improve efficiency and reduce recurring issues.

• Create and present reports on performance trends, timelines, and operational impact.

• Participate in weekly R1 meetings to discuss escalations, trends, and improvement opportunities.

• Conduct root-cause analysis on escalated cases and recommend preventive measures.

• Run productivity and call volume reports to support staffing and performance assessments.

• Supervise Patient Relations Representatives, including assigning work, onboarding, coaching, and performance reviews.

• Collaborate across departments to improve patient experience and enhance communication workflows.

Who You Are / Requirements

Education

• Associate’s degree required (two additional years of relevant experience may substitute).

• Bachelor’s degree preferred.

Experience

• 3–5 years of experience in customer service, vendor management, or related work within a hospital, physician office, or insurance/provider setting.

• EPIC billing experience preferred.

Knowledge & Skills

• Knowledge of medical insurance, billing processes, HIPAA, and compliance standards.

• Understanding of workflow optimization and process improvement methodologies.

• Strong organizational skills, attention to detail, and follow-through.

• Excellent verbal and written communication skills.

• Proficiency with Microsoft Office Suite and data analysis tools.

Abilities

• Ability to thrive in a fast-paced, high-volume call environment.

• Strong multitasking, prioritization, and cross-department collaboration skills.

• Ability to build strong interpersonal relationships and maintain professional communication.

• Demonstrated accountability and proactive problem-solving.

Why You’ll Love Us

• Southern NH Medical Center is a 5-time Magnet designated hospital

• Health, dental, prescription, and vision coverage for full-time & part-time employees

• Life insurance

• Short- and long-term disability

• Flexible Spending Accounts (FSA)

• Competitive pay

• Tuition Reimbursement

• Nursing Student Loan Paydown Program

• 403(b) Retirement Savings Plan

• Education & paid training for continued career growth

• & So much more!

Southern New Hampshire Health is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability status, veteran status, or any other characteristic protected by law.