Clinical Pathology Laboratories, Inc. seeks a Customer Service Supervisor to lead a patient-focused team supporting physicians, hospitals, and patients. This role oversees daily call center and client service operations, ensuring prompt, accurate responses to inquiries about test orders, results, and billing. The supervisor coaches and schedules staff, monitors quality and productivity metrics, resolves escalated issues, and partners with laboratory and clinical teams to improve workflows. Ideal candidates bring strong leadership, healthcare customer service experience, and a commitment to accuracy, integrity, and outstanding patient care. Responsibilities Supervise daily operations of the customer service/call center team Monitor call quality, response times, and service metrics to ensure high patient and client satisfaction Schedule, train, coach, and evaluate customer service representatives Handle and resolve escalated client, physician, and patient concerns Coordinate with laboratory, billing, and clinical teams to resolve service issues Implement and reinforce customer service policies, procedures, and best practices Analyze performance data and prepare reports for management Support onboarding and ongoing training on systems, workflows, and service standards Ensure compliance with HIPAA, company policies, and quality standards Identify and recommend process improvements to enhance service efficiency and accuracy Required Skills Customer service management Team leadership Call center operations Healthcare or laboratory workflow knowledge Performance metrics and reporting Staff scheduling Conflict resolution Training and coaching EHR/LIS or CRM systems Written and verbal communication