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 personnel matters, including disciplinary issues and performance appraisals
• Monitor representative performance, activity, and quality
• Manage team scheduling, attendance, and workflow
• Provide supervisory backup for department personnel
• Update and maintain department-specific training materials
• Distribute policy, protocol, and information changes accurately and promptly
• Suggest and implement ideas to improve team and department performance
• Interview and screen applicants for department positions
• Complete reporting and administrative tasks
• Lead or participate in meetings regarding EBO team and department issues
• Make and answer escalated client calls to resolve billing and payment issues
• Ensure accurate and timely client and account-holder correspondence
• Maintain internal and external compliance and personnel incident logs
• Liaise with clients regarding information requests and issues
• Complete special projects and assigned duties
• Participate in resolving client issues and nonconformities
• Assist department personnel when necessary
• Ensure staff activities meet company quality, compliance, and client-specific protocol standards
• Use company and client information systems to achieve results

Requirements:

• 2+ years of experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was 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 timely
• Experience with Artiva HealthCare and/or FACS is a plus
• Ability to work successfully in a fast-paced, deadline-oriented environment
• Strong organizational skills
• Ability to work on multiple tasks simultaneously
• Articulate written and verbal communication skills
• Focus on customer service and deliverables
• Significant attention to detail
• Remote workers must be based in the United States and reside in one of the following states: Arizona, Nevada, Idaho, Montana, Ohio, Texas, Oklahoma, Kansas, Louisiana, Arkansas, Missouri, Illinois, Iowa, Minnesota, Wisconsin, Michigan, Indiana, Kentucky, Tennessee, Mississippi, Alabama, Georgia, Florida, North Carolina, South Carolina, Pennsylvania, Maryland, or New Mexico
• Successful completion of all post-offer processing is required
• Must adhere to FDCPA, FCRA, HIPAA, applicable laws, ACA’s Code of Ethics, and company policies

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) 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