Collections Team Supervisor

KeyBridge Medical Revenue Care•Lima, OH

9d•Hybrid

About The Position

At KeyBridge, we believe exceptional patient care starts with supporting exceptional people. As an 18-time Best Places to Work winner, we’re committed to compassion, integrity, and excellence. Our mission is simple: bridge the gap between healthcare providers and their patients by delivering respectful, empathetic financial care in a call-center environment. The BDR Team Supervisor is a hands-on leader responsible for coaching, developing, and supporting a team of Patient Care Representatives while ensuring excellent customer service, compliance, and performance outcomes. This role partners closely with leadership to improve workflows, meet client expectations, and drive continuous improvement.

Requirements

Prior experience supervising or leading teams in a call center, healthcare, billing, or customer service environment.
Strong coaching, communication, and problem-solving skills.
Ability to analyze performance data and implement improvements.
Knowledge of compliance, policies, and procedures.
Comfortable handling escalations and working in a fast-paced environment.

Responsibilities

Lead by example and set performance, quality, and compliance standards.
Coach and develop team members through quality reviews, feedback, and training.
Plan daily workflows and oversee team productivity and performance metrics.
Handle escalated customer calls, disputes, and complex billing or insurance issues.
Prepare and review production and quality reports; identify improvement opportunities.
Lead team meetings, stand-ups, and training sessions.
Serve as a subject matter expert on products, systems, and processes.
Support hiring, scheduling, performance reviews, and special projects as needed.