• Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company • Ensures smooth workflow for successful completion of customer service activities with high quality • Interfaces with other internal departments and subject matter experts as needed to resolve issues and communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner • Provides answers and handles escalation from team members; handles escalated questions from providers and resolves issues via phone and written correspondence • Drives research, analysis and resolution of questions and issues that arise • Provides training and support to new team members as well as all CSS team for any new or changing workflows or requirements • Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency and consistency of department output • Assists management with establishing and communicating goals and expectations to team members • Reviews team members’ performance on a regular basis and provides direction, coaching, and training to maximize the efficiency and results workflow process of the team(s)