Brighton Health Plan Solutions Is Hiring A Supervisor Customer Service Bilingual Spanish English

Join Our Team as a Bilingual Supervisor, Customer Service at Brighton Health Plan Solutions 🌟

Brighton Health Plan Solutions is looking for an experienced bilingual (Spanish/English) Customer Service Supervisor to lead our high-volume call center operations, ensuring exceptional service for members and providers alike.

About The Role

As a Customer Service Supervisor, you will oversee the daily performance of call center representatives, managing service operations for members and healthcare providers. Your leadership will drive customer satisfaction and help meet departmental KPIs, while continuously optimizing staffing levels based on call traffic analytics.

Primary Responsibilities

• Handle inbound calls from physicians, hospitals, and medical provider representatives.
• Support and mentor Team Leads and Subject Matter Experts (SMEs). Handle caller escalations and resolve issues promptly.
• Monitor team metrics including call volume, quality assurance scores, and productivity reports.
• Assist the Customer Service Manager with performance reports, QA reviews, and training initiatives.
• Manage call activity and ensure appropriate staffing, scheduling, and KPI achievement.
• Participate in call handling when necessary to meet KPI targets.
• Conduct quality review sessions to coach team members and identify training needs.
• Support customer service representatives and foster continuous improvement.
• Lead special projects and allocate resources efficiently.
• Collaborate with network management, account managers, and sales teams to enhance service performance.
• Analyze operational changes and communicate with internal stakeholders prior to implementation.
• Participate in initiatives aimed at improving customer satisfaction and business outcomes.
• Identify and execute call reduction strategies in partnership with leadership.
• Support cross-departmental tasks as directed to achieve organizational goals.

Essential Qualifications

• Experience in a high-volume call center, including claims inquiry and review procedures.
• Knowledge of medical specialties, fee schedules, complaints, and appeals processes.
• Previous experience in a physician’s office, group practice, clinic, or hospital environment.
• Understanding of medical terminology and HIPAA confidentiality laws.
• High school diploma or GED required; Bachelor’s degree preferred.
• Proven success managing teams in customer call centers.
• Experience managing call volume using ACD systems.
• Background in quality monitoring, performance coaching, and disciplinary processes.
• Proficiency with healthcare systems, CRMs, and call monitoring tools.
• Ability to develop staffing schedules based on call volume analysis.
• Intermediate skills in Microsoft Office suite (Word, Excel, Access, PowerPoint, Outlook).
• Strong time management and organizational skills.
• Knowledge of CPT, ICD-9 codes, and managed care procedures.
• Courteous demeanor with excellent customer service skills.
• Experience with multi-channel communication (voice, email, chat) is a plus.
• Bilingual fluency in Spanish and English required.

About Brighton Health Plan Solutions 🏥

At Brighton Health Plan Solutions, our mission is to transform how healthcare is accessed and delivered. We foster a diverse, inclusive culture that encourages authenticity and respect. Our innovative third-party administration services support self-insured employers, health systems, providers, and TPAs—empowering them to overcome healthcare challenges with our proprietary networks, technology, and expertise.

Join us in delivering The Brightest Ideas in Healthcare™ and help redefine health care quality and value. Together, we're turning today's healthcare challenges into tomorrow's solutions.

Our Vision 🌟

Redefine healthcare quality and value by aligning incentives creatively and effectively, aiming to improve members' health outcomes and experience.