Call Center Supervisor - Remote

Overview

The GREAT STATE TEAM is seeking a Remote Extended Business Office (EBO) Supervisor to join our fast-growing teams! As an EBO Supervisor you will manage the performance, workflow, activity and standard of service for our EBO Customer Service Representatives who act directly in clients’ names to provide information to patients/account holders, resolve billing and payment issues, and collect payment in order to support client and public alike. The EBO Supervisor works to perform the duties below, as well as coach/train, handle escalated patient and client issues, ensure quality/compliance, and manage personnel matters.

In Short

• Monitors and manages performance, activity, and quality of assigned EBO Representatives in their teams.
• Manages the scheduling, attendance and workflow of their team to maximize results for company, client, and members of the public.
• Acts as supervisory backup in support of other department personnel.
• Coaches and trains team and department personnel as required.
• Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff.
• Handles personnel and disciplinary issues for assigned staff as required.
• Creates and conducts formal performance appraisals for assigned staff.
• Makes/answers escalated calls in the name of the client in order to resolve billing and payment issues as necessary.
• Maintains internal and external compliant and personnel incident logs.
• Utilizes company and client information systems successfully to gain results as a part of daily duties.

Requirements

• 2+ years experience acting as Team Lead or Supervisor in a Call Center or Customer Service function.
• Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration.
• Previous experience overseeing others, including performance management and coaching/training.
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook.
• Ability to enter and update data on company and client systems accurately.
• Strong organization skills and attention to detail.
• Articulate written and verbal communication skills.
• Focus upon customer service and deliverables.

Benefits

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match.
• Paid time off starting at 90 days and annual profit sharing.
• 7 Paid Holidays.
• Family Friendly Events.
• Wellness Programs/Gym Reimbursement.
• All necessary equipment and technical support provided.