Supervisor, Customer Service in Latham, NY at Beacon Health Options

Date Posted: 1/2/2020

Job Snapshot

Job Description

We Help People Live their Lives to the Fullest Potential!

For more than 30 years, Beacon has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 40 million people across all 50 states. At Beacon, we are committed to delivering a ‘world-class’ candidate experience from the moment you click ‘Apply’! Our goal is to help you reach your fullest potential, while utilizing your talents and expertise to help us deliver on our promise.

Do you have a passion for helping others? If so, we are looking for you!

We are currently seeking a dynamic Customer Service Supervisor to join our team at our office in Latham, NY.  The Customer Service Supervisor is primarily responsible for supervising department activities; Hires, trains, monitors schedule and evaluates productivity and service quality of Customer Service Representatives.  Provides feedback to ensure and improve customer service.  Guides service operations staff in resolving problems for VBH-PA members/providers and internal/external customers.

What does a typical day look like?

  • Reviews telephone statistics daily, weekly and monthly.
  • Provides routine feedback and coaching as necessary.
  • Monitors schedules to ensure acceptable service levels.
  • Evaluates employee performance, attendance and job knowledge through observation and inquiry auditing.
  • Hires and trains new employees.
  • Reviews difficult customer service problems and expedites resolution.
  • Guides and educates staff in coverage plan benefits, policy and procedures.
  • Monitor CMS Supervisor and make staffing adjustments as needed.
  • Provide floor support as needed.
  • Applies VBH-PA policies and procedures consistently
  • Maintains confidentiality and ethical and professional standards
  • Initiates and maintains positive and productive relationships with providers and internal/external customers.
  • Develop Policy and Procedure workflows for process improvements to meet departmental objectives.
  • Facilitate regular staff meetings for dissemination of operational and administrative information to the Customer Service Staff.
  • Supervise the receipt, investigation and resolution of escalated issues in a timely and highly effective manner.

What you Contribute?

Education: High School Diploma required.  

Experience:  Experience in a work team oriented/productivity oriented environment helpful.  Supervisory experience in health care or related field a plus.  Three (3) or more years in a provider relations/customer service position.

Knowledge, Skills & Abilities:

  • Basic computer skills required, including Microsoft Word and Excel
  • Strong customer service orientation
  • Excellent verbal and written communication skills

What Makes Us Different?

  • Here, it’s not just a job – it’s an opportunity to change lives.
  • Our employees are learners, innovators and original
  • Our mission and values guide the way we treat our members, providers and each other.

What We Have to Offer:

  • Healthcare benefits available starting day 1!
  • Health & wellbeing incentives, such as gym membership reimbursement
  • 401K with company match to help reach your future financial goals
  • Generous PTO, because we know life happens outside of work
  • Tuition reimbursement so you can keep reaching your fullest potential

If Beacon sounds like the place for you, what are you waiting for? Apply with us today to get started!

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email ( Only candidates who have applied for an open position through our Careers page ( will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.



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