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Jordan Buiso
Customer Service Supervisor
Agawam,MA
Work Preference
Desired Job Title
Customer Service SupervisorCustomer Experience LeaderCustomer Service ManagerCustomer Experience ManagerInsurance SpecialistWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Agawam, MAWest Springfield, MAWestfield, MASpringfield, MAHolyoke, MA
Open to relocation: No
Important To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home option401k matchPaid time offHealthcare benefitsSummary
Healthcare customer service leader with a record of improving member experience through team development, workforce management, and quality improvement. Oversees staffing, performance management, onboarding, and SOP updates while partnering with Operations, IT, and Compliance to improve efficiency and service delivery. Recognized for driving high-performing teams and maintaining strong regulatory standards.
Overview
1
1
Certificate
20
20
years of professional experience
Work History
Customer Service Supervisor
Health New England
Springfield, MA
08.2023 - 06.2026
- Directly supervised and developed Member Services staff supporting Commercial, Medicare, and Medicaid populations.
- Supervise workforce planning and operational staffing activities, ensuring appropriate resource allocation, attendance compliance, timecard accuracy, and effective management of administrative exceptions.
- Drove quality assurance initiatives through call monitoring, quality audits, and feedback delivery, enhancing team performance and member satisfaction.
- Conduct employee coaching sessions, performance evaluations, corrective action discussions, and career development planning.
- Manage complex member escalations and service recovery efforts, ensuring resolution and maintaining member trust.
- Identified process improvement opportunities and implemented solutions to streamline operations and enhance member experience.
- Monitor KPIs, service levels, productivity, quality metrics, and workforce performance.
- Ensure compliance with HIPAA, CMS, NCQA, DOI, and EOHHS requirements.
- Collaborate across Operations, Claims, Enrollment, Provider Relations, Compliance, Clinical Services, and IT to resolve issues and improve outcomes.
- Partner with IT, Operations, and business stakeholders to support application development, system enhancements, process automation, and operational improvements.
Senior Customer Service Lead
Health New England
Springfield, MA
03.2018 - 08.2023
- Served as primary escalation resource for complex member and provider concerns, resolving issues to enhance satisfaction.
- Assisted leadership with onboarding, workforce planning, performance coaching, and quality monitoring to improve team effectiveness.
- Conducted quality reviews and delivered actionable feedback to improve performance and customer satisfaction.
- Partnered with cross-functional teams to implement process improvements and operational efficiencies.
- Provided subject matter expertise for Commercial, Medicare, and Medicaid products and policies, ensuring compliance and accurate information.
Special Accounts Representative
Health New England
Springfield, MA
04.2015 - 03.2018
- Managed complex and sensitive member accounts requiring detailed analysis and resolution.
- Consistently achieved top performance rankings while maintaining quality and compliance standards.
- Supported quality initiatives, process improvement efforts, and new employee training.
Access Service Representative
Baystate Health Systems
Holyoke, MA
12.2009 - 04.2015
- Coordinated patient scheduling and registration across multiple healthcare facilities.
- Maintained HIPAA compliance and patient confidentiality standards.
- Trained and supported new employees while collaborating with clinical and administrative teams to improve patient satisfaction.
Room Service Attendant / Dietary Aide
Baystate Health Systems
Springfield, MA
02.2006 - 12.2009
- Facilitated meal delivery to patients across multiple units in Baystate Health hospital
- Confirmed dietary restrictions by collaborating with nursing staff and following dietary guidelines
- Gathered patient meal selections using bedside menus tailored to individual preferences
- Delivered patient support services in healthcare setting, enhancing service quality and fostering team collaboration.
Education
High School Diploma -
06-2005
Some College (No Degree) - Sports Administration
Skills
- Performance management
- Quality assurance and improvement
- KPI and metrics reporting
- Workforce management
- Attendance tracking
- Staffing optimization
- Performance assessment
- Escalation resolution
- Process improvement
- Operational excellence
- Regulatory compliance
- Cross-functional collaboration
- Leadership and team development
- Coaching
- Employee supervision
- Employee relations
Certification
Licensed Massachusetts Insurance Producer
Accident & Health or Sickness
04/02/2019 - 01/31/2028
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Supervisor - Health New England
08.2023 - 06.2026
Senior Customer Service Lead - Health New England
03.2018 - 08.2023
Special Accounts Representative - Health New England
04.2015 - 03.2018
Access Service Representative - Baystate Health Systems
12.2009 - 04.2015
Room Service Attendant / Dietary Aide - Baystate Health Systems
02.2006 - 12.2009
Agawam High School - High School Diploma,
Holyoke Community College - Some College (No Degree), Sports Administration