Operations Supervisor

18 hours ago

Pasig, National Capital Region, Philippines beBeeOperations Full time ₱800,000 - ₱1,200,000
Job Title: Operations Supervisor - Call Center

A dedicated and supportive Operations Supervisor - Call Center is sought after to coach and motivate call center representatives as they handle customer calls. This individual will be responsible for hiring employees, assisting in the training process, and ensuring that every agent is well-prepared for their calls.

The successful candidate will provide ongoing coaching opportunities, answer questions, and offer support to agents. They must be analytical, supportive, and prepared to act as a resource to agents.

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

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