Call Center Supervisor

State Collection Service • Madison, WI

1d • Remote

About The Position

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. Veterans and Military Spouses Encouraged to Apply Duties include but are not limited to: 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. Updates and maintains department-specific training material. Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff. Helps to make suggestions and implement ideas that improve team and department performance. Interviews and screens job applicants for department positions. Handles personnel and disciplinary issues for assigned staff as required. Creates and conducts formal performance appraisals for assigned staff. Completes assigned reporting and administrative tasks as required by the department. Leads/Participates in meetings regarding EBO team & department issues. Makes/answers escalated calls in the name of the client in order to resolve billing and payment issues as necessary. Ensures staff handle client and account holder correspondence with accuracy, timeliness and according to protocol. Maintains internal and external compliant and personnel incident logs. Acts as company representative, liaising and responding to Clients regarding information requests and issues as needed. Additional Duties and Responsibilities: Completes special projects or other work duties as assigned. Participates in the resolution of client issues and nonconformities as needed. Adheres to all FDCPA, FCRA, HIPAA and applicable laws. Attend ACA’s Code of Ethics training annually. Adheres to all SCS policies as stated in the Handbook. Will assist others within the department in their duties when necessary. Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company. Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols. 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 where contact with the public was a part of daily duties.
• Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration.
• Previous experience overseeing others, including duties such as: performance management, handling disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training.
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding
• Ability to enter and update data on company and client systems in an accurate, timely manner.
• Ability to work successfully in a fast-paced, deadline-oriented environment.
• Strong organization skills.
• The ability to work on multiple tasks simultaneously.
• Articulate written and verbal communication skills.
• Focus upon customer service and deliverables.
• Significant attention to detail.

Nice To Haves

• Experience with Artiva HealthCare and/or FACS a plus

Responsibilities

• 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.
• Updates and maintains department-specific training material.
• Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff.
• Helps to make suggestions and implement ideas that improve team and department performance.
• Interviews and screens job applicants for department positions.
• Handles personnel and disciplinary issues for assigned staff as required.
• Creates and conducts formal performance appraisals for assigned staff.
• Completes assigned reporting and administrative tasks as required by the department.
• Leads/Participates in meetings regarding EBO team & department issues.
• Makes/answers escalated calls in the name of the client in order to resolve billing and payment issues as necessary.
• Ensures staff handle client and account holder correspondence with accuracy, timeliness and according to protocol.
• Maintains internal and external compliant and personnel incident logs.
• Acts as company representative, liaising and responding to Clients regarding information requests and issues as needed.
• Completes special projects or other work duties as assigned.
• Participates in the resolution of client issues and nonconformities as needed.
• Adheres to all FDCPA, FCRA, HIPAA and applicable laws.
• Attend ACA’s Code of Ethics training annually.
• Adheres to all SCS policies as stated in the Handbook.
• Will assist others within the department in their duties when necessary.
• Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company.
• Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.
• Utilizes company and client information systems successfully to gain results as a part of daily duties.

Benefits

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and 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
• All necessary equipment and technical support provided
• Benefits eligibility is dependent upon FTE Status and Position

What This Job Offers

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