Supervisor, Collections & Survey

Mdvip•Boca Raton, FL

About The Position

MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction. The Supervisor, Collections & Survey oversees two key areas within the Patient Contact Center: Collections: ensuring agents effectively execute all outbound and inbound collections activities, follow established scripting and guidelines, and meet monthly recovery goals. Survey Team: supervising a scripted outbound team responsible for survey completion, voiceshot campaigns, and related reporting. This role ensures teams are properly trained, aligned with daily priorities, meeting performance expectations, and following all MDVIP processes and policies. The supervisor monitors call activity, provides coaching, ensures accurate skilling and campaign assignment, and partners closely with Workforce Management, VCC leadership, and cross-functional teams to maintain stable operations and service quality.

Requirements

High school diploma or GED; Associate degree preferred.
Minimum 3 years of call center experience and 2+ years of supervisory or team lead experience, preferably in collections, membership billing, or customer service.
Experience coaching staff, monitoring calls, and managing daily operations.
Ability to interpret and enforce scripted processes (Surveys) and goal-driven metrics (Collections).
Proficient in Microsoft Office and able to learn new systems quickly.
Strong communication and coaching skills
Ability to lead teams in a high-volume contact center environment
Strong problem-solving and decision-making skills
Personal accountability and reliability
Ability to collaborate effectively across departments
Comfort with structured, scripted workflows (survey) and goal-based production (collections)

Nice To Haves

Prior MDVIP contact center experience strongly preferred.
Knowledge of billing, collections, or healthcare membership models is a plus.
Experience with CRM tools, reporting, and workforce management systems.

Responsibilities

Supervise daily operations for Collections and Survey teams, ensuring accuracy, compliance, productivity, and timely follow-through.
Train and coach staff on collections workflows, survey scripting, escalation handling, and call quality standards.
Oversee scheduling, skilling, and campaign execution in partnership with Workforce Management.
Monitor performance, identify trends, and implement process improvements to support departmental goals.