Call Center Supervisor- (Remote)

Job Details

Description

Position Summary:

The Call Center Supervisor for Early Out Services is responsible for supervising day-to-day call center operations, leading a team of agents in delivering exceptional customer service, and supporting revenue cycle goals. This role ensures productivity, compliance, and quality performance standards are consistently met while fostering a patient-centered approach in all interactions.

Key Responsibilities

Operational Oversight

• Monitor and manage daily operations of the Early Out departments, ensuring departmental productivity and service standards are met.
• Maintain and analyze daily productivity reports; provide feedback and coaching to staff to enhance performance.
• Assist agents during peak periods with responsibilities such as scheduling appointments, patient registration, payment collection, and answering inbound calls.
• Supervise professional and support staff, optimizing resources, resolving operational challenges, and ensuring adherence to company quality and budget standards.
• Participate in tactical planning and support the execution of strategic initiatives, including staff development and retention efforts.
  
  

Patient Interaction & Customer Service

• Ensure courteous, compassionate, and professional communication with patients, clients, and internal agents at all times.
• Address and resolve patient complaints or concerns promptly, escalating issues to management when needed.
• Inform patients of their financial responsibilities and the billing process; assess financial condition and refer to counseling services if applicable.
• Provide insurance education and support to patients to ensure payer compliance and minimize claim denials.
  
  

Documentation & Compliance

• Accurately document all patient interactions, demographic data, and insurance information in appropriate systems per client and company standards.
• Ensure accurate entry of insurance verification details, including coverage levels, policy numbers, copay, deductible, out-of-pocket amounts, and service coverage.
• Maintain compliance with HIPAA and GetixHealth policies and procedures, including during system downtime.
  
  

Team Leadership & Communication

• Promote a team-oriented, respectful, and professional environment aligned with GetixHealth values.
• Provide timely, constructive feedback—both positive and corrective—to team members.
• Ensure staff have necessary resources and tools to perform job duties effectively.
• Identify opportunities for process improvements to enhance efficiency, accuracy, and customer satisfaction; present recommendations to management.
  
  

Other Duties

• Ensure timely completion of assigned projects and adherence to deadlines.
• Perform additional duties as assigned by management to support departmental success.
  
  

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• 2+ years of experience in a healthcare call center or revenue cycle environment, with 1+ year in a supervisory or leadership role.
• Strong knowledge of insurance verification, billing procedures, and patient registration processes.
• Proficient in Microsoft Office and call center technologies.
• Excellent leadership, communication, and customer service skills.
• Working knowledge of HIPAA and handling of Protected Health Information (PHI).
• Bilingual (English/Spanish) is a plus.