Call Center Supervisor

TEKsystems • Queenstown, MD

6d • $24 - $26 • Onsite

About The Position

The Call Center Supervisor is responsible for overseeing daily call center operations within a healthcare setting. This role focuses on supervising staff, improving patient experience, ensuring accurate scheduling and billing processes, and driving team performance to meet key metrics (80%+ QA/KPI targets). The supervisor will also support leadership in training staff and handling escalated patient concerns.

Requirements

• 3–5 years of supervisory experience in a call center or medical front office
• Healthcare/medical experience required
• Experience with EMR systems
• Knowledge of insurance processes, billing, and patient registration
• Familiarity with ICD-9 and CPT coding
• Strong leadership and team development skills

Nice To Haves

• Experience as a senior representative or team lead stepping into supervision
• Strong conflict resolution and patient communication skills
• Proficiency with Microsoft Office and healthcare systems

Responsibilities

• Supervise and support call center staff (approximately 4 team members)
• Train, coach, and mentor team members to meet performance standards
• Monitor KPIs and QA metrics and implement improvements
• Handle escalated patient issues with professionalism
• Oversee patient scheduling, registration, and insurance verification
• Ensure accurate billing, collections, and EMR data entry
• Assist with call handling during high-volume periods
• Maintain compliance with healthcare regulations and internal policies
• Update call center procedures in collaboration with leadership
• Maintain strong customer service and patient confidentiality standards

Benefits

• Medical, Dental, Vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (Pre tax and Roth post tax contributions available)
• Voluntary Life & AD&D (employee + dependents)
• Short term and long term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program (EAP)
• Time Off / Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed