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Supervisor Customer Service

Company name

Nashville, TN

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Supervisor, Customer Service




Supervisor, Customer ServiceinNashville, TNatKEPRO

Date Posted:5/15/2018

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Nashville, TN

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Job Description

Since 1985, KEPRO has helped more than 20 million members lead healthier lives through clinical expertise, integrity and compassion. KEPRO was founded by physicians and clinical expertise is at the core of our organization. We are a leading quality improvement and care management organization. We offer innovative and outcomes-focused solutions to reduce the unnecessary use of health care resources and optimize the quality of care for public and commercial clients. KEPRO’s tailored programs maximize members’ quality of life, and realize greater cost savings for members and clients alike. KEPRO is on a journey to transform medical management and to develop customized solutions tailored to our client’s specific business requirements, while improving the quality of life for patients, reducing costs, and achieving return on investments for our clients. Our approach to medical management is holistic and compassionate and is coordinated around a patient’s entire healthcare experience.

Supervisor, Customer Service

Summary Description

Responsible for supervising the day-to-day operations of the customer service functions to successfully meet contract deliverables.


Assists in the training of customer service staff and conducts customer service staff performance management sessions.Monitors and supervises daily workload of customer service areas, ensuring performance standards are met.

Reviews phone data to monitor the customer experience and representatives statistics in order to maintain appropriate criteria.

Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company/contract policies. Conducts internal quality monitoring activities.

Answers questions and recommends corrective action to address customer complaints within contract guidelines and KEPRO policy.

Communicates and follows up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

Assists in determining work procedures, work schedules, and expedites workflows.

Consults with management staff on complicated or complex unresolved issues or precedent setting decisions.

Ensures customer service-related deliverables of all assigned contracts are met.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time


Education (general level if required) or specific courses

Associate’s Degree required.

Bachelor’s Degree preferred.

Knowledge, Skills, Abilities

Ability to identify and resolves problems in a timely manner, gather and analyze information skillfully; work well in group problem solving situations and maintain a calm demeanor in difficult situations.

Adept at dealing with contract and provider relationships.

Customer service focused: Able to respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and meet commitments.

Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.

Contributes to building a positive team spirit.

Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook).

Proficient in call center technologies/customer service management systems.


Four years experience in a call center environment.

One year experience in a supervisory role.

Experience in a healthcare or insurance environment strongly preferred.

Bi-lingual preferred but not required

Mental and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

Only those candidates identified for an interview will be contacted. No Phone Calls Please. Visit our website at for more information on the KEPRO Family of Companies.

EOE AA M/F/Vet/Disability

KEPRO is an E-Verify employer. E-Verify is an internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.

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Company info

Website :

Company Profile
The Keystone Peer Review Organization, Inc. (KEPRO) offers customizable care management solutions to improve the health and quality of life of our members, while reducing client costs. Since 1985, we have ensured that more than 19 million members received the medically necessary services they need, and provided tools, education, and clinical support to help them lead healthier lives. Headquartered in Pennsylvania, KEPRO services payors, third party administrators, employers, Health & Welfare funds, as well as federal, state, and local governments. KEPRO's Mission Statement is to advance the quality and efficiency of health care through integrated care management solutions tailored to the needs of our customers and stakeholders. Employees at KEPRO live by a set of shared values that guide our actions and drive the way we do business by: applying knowledge and education, while continuously seeking to learn more, being innovative and easily managing change, delivering peak performance and exceeding customer expectations, and working well with others in a team environment.

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