Customer Service Supervisor

Role Snapshot
Our Customer Service Supervisor oversees the daily operations of the Medicare Call Center to ensure the timely, accurate, and courteous handling of provider inquiries received via phone or written correspondence. This supervisor manages and supports a team of call center representatives, providing coaching, training, and performance feedback to maintain high-quality customer service standards. They ensure compliance with CMS (Centers for Medicare & Medicaid Services) requirements, adherence to Quality Assurance Surveillance Plan (QASP) and Award Fee metrics, and maintain a strong focus on service accuracy, efficiency, and stakeholder satisfaction. This supervisor also collaborates with internal departments to resolve complex issues and enhance the overall customer experience.

Salary Range
$70,500 ~ $84,500
The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

Work Location
Employees living within 45 miles of WPS Headquarters (1717 W. Broadway in Madison, WI) will be expected to be able to be able to work Hybrid 2 days a week on a regular basis.

We do offer remote work in the following approved states:
Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin

How do I know this opportunity is right for me? If you:

• Enjoy supervising daily call center operations to ensure efficient, accurate, and customer-focused responses to Medicare inquiries.
• Have monitored and evaluated staff performance through call reviews, quality audits, and performance metrics; provide coaching, feedback, and disciplinary action as needed.
• Can analyze call center data and prepare performance reports to identify trends, track progress toward goals, and recommend process or policy improvements.
• Can ensure compliance with company policies, CMS directives, and applicable regulations (e.g., HIPAA).
• Have handled escalated customer inquiries and ensure timely resolution with a customer-first approach.
• Have a passion for maintaining operational excellence by monitoring performance indicators to ensure quality and productivity targets are consistently achieved.
• Like to collaborate with internal departments to share insights, identify root causes, and implement solutions that optimize service levels and operational efficiency.
• Thrive while supporting quality and regulatory adherence through consistent oversight and adherence to contractual and programmatic requirements.
• Want to promote a culture of continuous improvement by identifying opportunities to enhance processes, streamline workflows, and improve the customer experience

Minimum Qualifications

• High School Diploma, GED, or equivalent
• 3 or more years of experience in customer service, claims processing, outreach, or Home Health and Hospice operations.
• 1 or more years in a supervisory or lead role.
• Solid knowledge of Medicare Part A, Part B, and/or Home Health and Hospice program guidelines.
• Knowledge of QASP, CMS compliance standards, and Medicare program operations.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Proven analytical and problem-solving abilities, with a focus on data-driven decision-making.
• Highly organized and detail-oriented, capable of managing multiple priorities in a fast-paced environment.
• Comfortable working in a complex, rapidly evolving environment with multiple internal and external stakeholders.
• Proficiency in call center and workforce management tools, such as CRM systems and OnBase.

Preferred

• 5 or more years of experience in customer service, claims processing, outreach, or Home Health and Hospice operations.
• 3 or more years in a supervisory or lead roles.
• Previous supervisory experience in a Medicare or healthcare-related call center environment.
• Demonstrated ability implementing process improvements and driving operational efficiency.

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs
• Review additional benefits: (https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml)

Who We Are

WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready.

Culture Drives Our Success

WPS' culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce-both current and future-to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace: WPS Newsroom - Awards and Recognition.

Sign up for Job Alerts

FOLLOW US!

Instagram
LinkedIn
Facebook
WPS Health Blog

This position supports services under Centers for Medicare & Medicaid Services (CMS) contract(s). As such, the role is subject to all applicable federal regulations, CMS contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity. CMS contractors and their personnel are subject to screening and background investigation including fingerprinting prior to being granted access to information systems and/or sensitive data to safeguard government resources that provide critical services