PEC Supervisor

TrialCard•Morrisville, NC

15h•Onsite

About The Position

The Supervisor, Patient Experience Center is responsible for leading an assigned team of agents and/or Team Leads. The Supervisor’s effectiveness is determined by the success of their direct reports’ overall performance. As a part of the leadership team, the Supervisor is expected to manage in accordance with all Mercalis policies and procedures and display professionalism at all times.

Requirements

Bachelor’s degree and 2 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing preferred or in lieu of a degree, a High School diploma or equivalent with 4 years of reimbursement/insurance, healthcare billing, physician office, health insurance processing
Minimum 1-year supervisory experience preferred, preferably in a call center capacity
Effective problem solving/process improvement skills used to identify and resolve day-to-day operational issues
Ability to think analytically, to identify qualitative or quantitative trends, and take appropriate action
Demonstrated attention to detail, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
Ability to lead within a fluid and dynamic environment
Excellent problem-solving and decision-making skills required
Attention to details
Strong organizational and communication skills
Ability to work a flexible schedule to meet the needs of the business and performance requirements
Candidates who can type at least 35 words per minute with 97% accuracy
Flexibility to travel as needed is preferred

Nice To Haves

Flexibility to travel as needed is preferred

Responsibilities

Responsible for coaching and developing a team of Patient Experience Specialists in all areas of performance including, but not limited to metrics and behaviors related to the patient experience
Listen to individual calls on an established cadence and when requested by stakeholders; provide ongoing feedback/coaching to direct and indirect reports
Communicate policy updates and company information through team meetings, one-on-one development sessions, and training
Document all feedback meetings and coaching & development sessions in appropriate database in a timely manner
Write and conduct performance evaluations and reviews
Ensure team completes all compliance training by established deadline and provide refresher instruction to team on a quarterly basis to ensure they can follow the correct process for reporting AE or other Client-required compliance information
Identify and report pharmacovigilance information as required by client(s) (i.e., Adverse Events)
On-time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
Collaborate with direct Manager to determine issues impacting staffing and prepare resolutions to ensure call volume is adequately supported and service levels are met
Collaborate with cross-functional support groups including QAQC, Training, WFM, internal/external HUBS, and Client Services to manage day-to-day operations
Responsible for reviewing, validating, and approving timesheets for direct reports
Manage call escalations as needed
Demonstrate change management aptitude and ability; takes proactive role in leading change, apply new ways to develop the business through improved management of people and processes
Ensure all SOPs and program guidelines are followed with consistency
Ensures that daily goals are met by reviewing and analyzing real-time and historical data regarding productivity and quality of performance for the team
Provide recommendations for process improvements and asissts with the implementation of these as needed
Utilize Mercalis’ leadership competencies as the driving force behind the team’s success
Conducts miscellaneous tasks or projects as assigned

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact