Call Center Supervisor

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Oversee the performance, workflow, activities, and service quality of EBO Customer Service Representatives.

• Provide coaching and training while updating and maintaining training materials specific to the department.

• Manage team scheduling, attendance, and operational workflow.

• Serve as supervisory backup for department staff.

• Accurately and promptly distribute updates on policies, protocols, and information.

• Recommend and implement enhancements to the team and department's performance.

• Conduct interviews and screen candidates for departmental roles.

• Address personnel and disciplinary matters.

• Create and administer formal performance evaluations.

• Complete reporting and administrative responsibilities.

• Lead or engage in meetings addressing EBO team and departmental issues.

• Handle escalated calls to resolve billing and payment problems.

• Ensure timely and accurate correspondence with clients and account holders.

• Maintain compliance logs and personnel incident reports for internal and external standards.

• Communicate with clients regarding information requests and concerns.

• Undertake special projects and assist in resolving client-related issues and nonconformities.

• Comply with FDCPA, FCRA, HIPAA, relevant laws, ACA’s Code of Ethics, and SCS policies.

• Ensure team activities align with company quality, compliance, and client-specific protocol standards.

• Utilize company and client information systems to achieve daily operational goals.

⛳️ Requirements

• A minimum of 2 years of experience in a supervisory or team lead role within a Call Center or Customer Service environment involving public interaction.

• Familiarity with medical terminology, patient billing, healthcare insurance, and/or healthcare administration.

• Previous experience in overseeing staff, including performance management, addressing disciplinary issues, staffing/interviewing, scheduling, and coaching/training.

• Proficient in personal computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, internet use, and keyboarding.

• Capability to accurately and promptly enter and update data on company and client systems.

• Experience with Artiva HealthCare and/or FACS is advantageous.

• Ability to thrive in a dynamic, deadline-driven environment.

• Exceptional organizational skills.

• Ability to manage multiple tasks concurrently.

• Strong written and verbal communication skills.

• Commitment to customer service and deliverables.

• High attention to detail.

• Remote employees must reside in the United States and live 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.

• All employment offers are contingent upon successful completion of all post-offer procedures.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• 401(k) plan with employer matching

• 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

• Provision of all necessary equipment and technical support