MagnaCare
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Supervisor, Customer Service
role at
MagnaCare
About The Role Brighton Health Plan Solutions is seeking an experienced Customer Service Supervisor to manage the company’s service operations for members and providers in a high‑traffic call center. The Supervisor directly manages the daily performance activity of the customer and provider service call center representatives to ensure customer satisfaction and achievement of the department’s key performance indicators (KPIs). The Supervisor continually reviews call traffic reports and adjusts staffing levels to meet business needs.
Primary Responsibilities
Handles inbound calls from medical providers and resolves escalations
Mentors Team Leaders and SMEs, monitoring call center metrics and quality
Assists the Customer Service Manager with reports and re‑training
Manages call activity, staffing, and scheduling to meet KPIs
Conducts quality call monitoring and provides support to representatives
Manages special projects and collaborates with other teams
Conducts impact analysis of operational changes and improves customer satisfaction
Identifies call reduction strategies and supports projects as directed by management
Essential Qualifications
Experience in a high‑volume call center, including claims inquiry and review procedures, medical specialties, fee schedules, complaints and appeals, and call center responsibilities
Previous experience in a healthcare setting with knowledge of medical terminology, specialties, and HIPAA confidentiality laws
A bachelor's degree is preferred but not required; a high school diploma or GED is necessary
Prior experience in managing teams in a customer call center
Proficiency in managing call center volume using ACD systems
Experience in quality call monitoring, coaching, and progressive discipline
Proficiency in healthcare transaction systems, CRMs, and monitoring tools
Strong time management skills and basic computer operations knowledge
Intermediate knowledge of Microsoft Office
Familiarity with CPT codes, ICD‑9, and managed care procedures
Courteous with a strong customer service orientation
Previous multi‑channel experience (voice, email, and chat) is a plus
General knowledge of HIPAA confidentiality laws
About Us At Brighton Health Plan Solutions, LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing diversity, inclusion, and a sense of belonging at every level. We partner with self‑insured employers, providers, and other TPAs to enable them to solve today’s healthcare challenges with flexible, cutting‑edge third‑party administration services.
Our Commitment to Diversity We are an Equal Opportunity Employer. We encourage all team members to bring their authentic selves to work and foster a culture focused on diversity, inclusion, and belonging.
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Supervisor, Customer Service
role at
MagnaCare
About The Role Brighton Health Plan Solutions is seeking an experienced Customer Service Supervisor to manage the company’s service operations for members and providers in a high‑traffic call center. The Supervisor directly manages the daily performance activity of the customer and provider service call center representatives to ensure customer satisfaction and achievement of the department’s key performance indicators (KPIs). The Supervisor continually reviews call traffic reports and adjusts staffing levels to meet business needs.
Primary Responsibilities
Handles inbound calls from medical providers and resolves escalations
Mentors Team Leaders and SMEs, monitoring call center metrics and quality
Assists the Customer Service Manager with reports and re‑training
Manages call activity, staffing, and scheduling to meet KPIs
Conducts quality call monitoring and provides support to representatives
Manages special projects and collaborates with other teams
Conducts impact analysis of operational changes and improves customer satisfaction
Identifies call reduction strategies and supports projects as directed by management
Essential Qualifications
Experience in a high‑volume call center, including claims inquiry and review procedures, medical specialties, fee schedules, complaints and appeals, and call center responsibilities
Previous experience in a healthcare setting with knowledge of medical terminology, specialties, and HIPAA confidentiality laws
A bachelor's degree is preferred but not required; a high school diploma or GED is necessary
Prior experience in managing teams in a customer call center
Proficiency in managing call center volume using ACD systems
Experience in quality call monitoring, coaching, and progressive discipline
Proficiency in healthcare transaction systems, CRMs, and monitoring tools
Strong time management skills and basic computer operations knowledge
Intermediate knowledge of Microsoft Office
Familiarity with CPT codes, ICD‑9, and managed care procedures
Courteous with a strong customer service orientation
Previous multi‑channel experience (voice, email, and chat) is a plus
General knowledge of HIPAA confidentiality laws
About Us At Brighton Health Plan Solutions, LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing diversity, inclusion, and a sense of belonging at every level. We partner with self‑insured employers, providers, and other TPAs to enable them to solve today’s healthcare challenges with flexible, cutting‑edge third‑party administration services.
Our Commitment to Diversity We are an Equal Opportunity Employer. We encourage all team members to bring their authentic selves to work and foster a culture focused on diversity, inclusion, and belonging.
#J-18808-Ljbffr