Call Center Supervisor

Job Description:

• Manage the performance, workflow, activity, and service standards of Extended Business Office Customer Service Representatives
• Coach and train team and department personnel
• Handle escalated patient and client issues
• Ensure quality and compliance
• Manage scheduling, attendance, workflow, personnel, and disciplinary matters
• Act as supervisory backup for department personnel
• Update and maintain department-specific training materials
• Distribute policy, protocol, and information changes to relevant staff
• Suggest and implement improvements to team and department performance
• Interview and screen applicants for department positions
• Create and conduct formal performance appraisals
• Complete reporting and administrative tasks
• Lead or participate in meetings regarding team and department issues
• Make and answer escalated client calls to resolve billing and payment issues
• Ensure correspondence is handled accurately, timely, and according to protocol
• Maintain internal and external compliance and personnel incident logs
• Liaise with clients regarding information requests and issues
• Complete special projects and assigned work
• Participate in resolving client issues and nonconformities
• Adhere to FDCPA, FCRA, HIPAA, applicable laws, ACA Code of Ethics, and company policies
• Assist department personnel when necessary
• Ensure staff activities meet company quality, compliance, and client-specific standards
• Use company and client information systems to achieve results

Requirements:

• 2+ years experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was a part of daily duties
• Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration
• Previous experience overseeing others, including performance management, disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding
• Ability to enter and update data on company and client systems accurately and in a timely manner
• Experience with Artiva HealthCare and/or FACS is a plus
• Ability to work successfully in a fast-paced, deadline-oriented environment
• Strong organization skills
• Ability to work on multiple tasks simultaneously
• Articulate written and verbal communication skills
• Focus upon customer service and deliverables
• Significant attention to detail
• Remote workers must be based in the United States and reside in AZ, NV, ID, MT, OH, TX, OK, KS, LA, AR, MO, IL, IA, MN, WI, MI, IN, KY, TN, MS, AL, GA, FL, NC, SC, PA, MD, or NM
• All offers of employment are contingent upon successful completion of all post offer processing

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401K with employer match
• HSA/Flexible spending accounts
• Paid time off
• 7 paid holidays: Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
• Family Friendly Events
• Wellness Programs/Gym Reimbursement
• All necessary equipment and technical support provided