Supervisor, Call Center

Posted Tuesday, June 10, 2025 at 4:00 PM

POSITION SUMMARY

Dedicated, supportive Operations Supervisor - Call Center who can coach and motivate call center representatives as they field calls from clients. The Ops Supervisor - Call Center will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. You will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to agents.

MAJOR RESPONSIBILITIES

• Organizes, directs, and monitors daily activities of customer service representatives.
• Distributes workload to customer service team; monitors and reviews performance.
• Monitors service calls to observe customer service representatives' demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.
• Monitors and analyzes productivity of customer service representatives, completes employee evaluations.
• Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints.
• Ability to maintain composure when handling particularly difficult calls with customers.
• Establishes procedures, prepares, and coordinates schedules, and expedites workflow.
• Prepares reports and correspondence as needed.
• Compiles status and work-volume reports for management
• Interviews, trains, motivates, and rewards customer service representatives.
• Manages disciplinary personnel issues and escalates accordingly.
• Possesses and maintains thorough knowledge of the medical billing industry.
• Possess thorough knowledge of healthcare claims processing including ICD-9/10, CPT, and HCPC codes, as well as 1500 forms.
• Always maintain confidentiality; adhere to HIPAA and PHI Guidelines
• Assists with the implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services.
• Performs customer service representative duties as needed.
• Performs other related duties as assigned by management.
• Use, protect and disclose patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

QUALIFICATIONS

• Must have at least 6 months solid US Call Center Healthcare experience
• At least twelve (12) months tenure in Med-Metrix and current role
• Annual performance review rating of 3.0 (Meets Expectations) and last three (3) consecutive months scorecard of at least 3.5 (Meets Expectation) with all KPIs passing
• No Level 3 and above sanction for one (1) year prior to application
• Knowledge of Payor/Insurance Benefits
• Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs
• Excellent interpersonal and organizational skills
• Strong leadership, independent thinking, and decision-making skills
• Strong organizational, problem-solving, and analytical skills
• Excellent oral and written communication skills
• Ability to communicate with all members of the health care team.
• Independent thinking and decision-making ability.
• Ability to prioritize assignments.
• Proficiency in Epic, GE, eClinicalWorks a plus.
• Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.