Supervisor, Documentation (Onsite in Austin, TX)

Aledade • Austin, TX

4d • Onsite

About The Position

The Supervisor, Documentation will oversee the daily operations of 8-12 non-exempt virtual and in-office Documentation Specialists, Sr. Documentation Specialists, and Documentation Processing Specialists ensuring optimal performance. The position is 100% onsite at our office in Austin, Texas with eight hour shifts, M-F.

Requirements

• High School Diploma
• 3-5 yrs. experience in a call center environment. 1 year of supervisory experience.
• Must be able to work onsite from the Austin, Texas office
• Knowledge of call center metrics and workforce management including supervisory oversight of inbound and outbound call handling processes.
• Ability to motivate a team to meet performance objectives, cultivate a positive culture, lead through change, and lead by example.
• Ability to work in a fast-paced environment and adapt quickly to change and ambiguity.
• Excellent verbal and written communication skills; Ability to set clear expectations, provide coaching/feedback, and resolve issues.
• Ability to interpret data, make informed decisions, identify trends, and recommend areas for improvement.
• Proficiency with Call Center technology and reporting tools.
• Strong organizational skills and attention to detail.
• Excellent problem-solving skills.

Nice To Haves

• Bachelor’s Degree
• Experience in a healthcare call center or patient outreach

Responsibilities

• Supervise the Team’s daily activities to ensure they understand and follow company policies and procedures, as well as comply with HIPAA and department procedures for call handling and documentation.
• Recruit and onboard new employees including, but not limited to, collaboration with People Team, L&D, and cross-department leaders.
• Review and approve time records in the company timekeeping system; ensure employees adhere to their schedules and attendance requirements.
• Handle employee discipline and termination processes according to company policy.
• Monitor and evaluate employee and team performance, providing continuous feedback, coaching, and development; Conduct performance reviews in alignment with company policy.
• Facilitate team huddles, Team meetings, and one-on-one discussions.
• Participate and contribute to ongoing process improvement initiatives to include, but not limited to, workflow modifications, and job aid and SOP development.
• Monitor calls and documentation to ensure adherence to performance and compliance standards
• Analyze call data to identify performance gaps and trends; Collaborate with Leadership on areas for improvement and implement solutions
• Generate performance scorecards for weekly, monthly, and quarterly review.
• Partner with department leaders and Workforce Management to forecast volumes and identify scheduling needs to ensure adequate coverage
• Other duties as assigned

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees