Resident Billing Call Center Supervisor

Sunrise Senior Living•Mclean, VA

44d•Remote

About The Position

When you join Sunrise Senior Living, you will be able to use your unique skills to empower residents to live longer, healthier, and happier lives. Not only will you build meaningful relationships with residents, their families, and team members alike, you will also gain joy in serving others and deep fulfillment in your work. Explore how you can follow your passions and shed light on meaningful ways to serve, grow, and shine together. Sunrise Senior Living was again certified as a Great Place to Work by Activated Insights. This is the 8th time Sunrise has received this top culture and workplace designation, highlighting the special place Sunrise is to be a part of. The Resident Billing Call Center Supervisor manages operations of the call center dedicated to resident billing inquiries and manages a team of Call Center Agents. The Resident Billing Call Center Supervisor is responsible for scheduling and will ensure the center is adequately staffed during all advertised hours of operation (seven days a week, 8 AM Eastern to 11 PM Eastern). In addition, the Resident Billing Call Center Supervisor will be responsible for hiring, performance management, training, process improvement, real-time call monitoring, and handling escalated calls. The Resident Billing Call Center Supervisor will be expected to create, implement and manage KPI's to ensure the team maintains high service levels and delivers quality support to residents and families and will serve as a subject matter expert on all resident billing processes. This role reports to the Resident Billing Director. This position is fully remote but may occasionally require travel to our Corporate office.

Requirements

Bachelor's degree in business administration, healthcare management or a related field preferred. Proven track record and previous experience may be considered in lieu of a degree.
At least five years of call center or customer service experience, with at least one year in a supervisory or lead role.
Proven ability to manage schedules, coach team members and meet service level targets.
Experience with call center management software and the ability to interpret performance reports.
Familiarity with healthcare or senior living billing terminology and processes.
Ability to work flexible hours and be available for emergencies or high volume periods.
Ability to analyze data in MS Excel, using advanced features such as formulas, pivot tables & macros.

Nice To Haves

Ability to speak Canadian French, Chinese or Spanish is a plus.

Responsibilities

Strategic planning and workforce management: Forecast call volumes and manage workforce scheduling to achieve service level targets and minimize abandonment rates. Forecasting accuracy is crucial for balancing staffing with demand.
Hiring and talent development: Recruit, hire and train call center agents. Establish clear performance goals based on call center metrics such as average speed of answer, average hold time, first call resolution, average handle time, service level and abandonment rate.
Operational oversight: Ensure that the call center is covered during all hours of operation; manage schedules, approve time off and create contingency plans for unexpected absences. Update and maintain phone trees and call routing configurations. Be prepared to cover shifts during times of low staffing or high call volume to ensure continuity of service.
Quality assurance: Monitor calls and emails for quality and compliance, implement coaching programs and maintain high customer satisfaction scores. Create call center dashboards to track metrics such as average speed of answer, average hold time, average handle time, first call resolution, call volume and abandonment rate and use the analytics to identify opportunities for process improvement and training. Provide coaching or adjust call routing when metrics fall below targets.
Budget and technology management: Develop and manage the call center budget, including labor costs, telephony and technology expenses. Evaluate and implement call center technologies that improve efficiency and customer experience.
Cross department collaboration: Work with Area Billing Coordinators, billing supervisors and other departments to ensure consistent policies and effective resolution of resident billing issues.
Escalation management: Serve as the final escalation point for unresolved calls or complex questions before they are escalated to the Director or community Area Billing Coordinator. Investigate and resolve high impact customer issues promptly.
Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS).
Maintain records in accordance with Sunrise document retention policies and regulatory requirements.
When applicable, actively monitor the Admin Dashboard in billing system to ensure timely processing of billing activity and follow up as needed with community team members.
Serve as a main point of contact for complex or escalated billing inquiries for communities and families.
Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
Perform other duties as assigned.

Benefits

Medical, Dental, Vision, Life, and Disability Plans
Retirement Savings Plans
Employee Assistant Program / Discount Program
Paid time off (PTO), sick time, and holiday pay
myFlexPay offered to get paid within hours of a shift
Tuition Reimbursement
In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee's position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.
Some benefits have eligibility requirements

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