Call Center Supervisor

Job Purpose   The Operations Supervisor - Call Center, leads, manages and coordinates activities and operations of the customer service department and staff. Duties and Responsibilities  Organizes, directs, and monitors daily activities of customer service representatives Distributes workload to customer service team; monitors and reviews performance Monitors service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed Monitors and analyzes productivity of customer service representatives, completes employee evaluations Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints Ability to maintain composure when handling particularly difficult calls with customers Establishes procedures, prepares and coordinates schedules, and expedites workflow Prepares reports and correspondence as needed Compiles status and work-volume reports for management Interviews, trains, motivates, and rewards customer service representatives Manages disciplinary personnel issues and escalates accordingly Possesses and maintains thorough knowledge of the medical billing industry Possess thorough knowledge of healthcare claims processing including ICD-9/10, CPT, and HCPC codes, as well as 1500 forms Maintain confidentiality at all times; adhere to HIPAA and PHI Guidelines Assists with the implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services Performs customer service representative duties as needed Performs other related duties as assigned by management • Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards   Qualifications  Bachelor’s degree (B. A.) or equivalent, two to four years related experience, or equivalent combination of education and experience 1-3 years experience as a Supervisor in a call center environment Related training/experience (preferably within the past five years) Knowledge of Payor/Insurance Benefits Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs Excellent interpersonal and organizational skills Strong leadership, independent thinking and decision-making skills Strong organizational, problem-solving, and analytical skills  Excellent oral and written communication skills Ability to communicate with all members of the health care team Independent thinking and decision-making ability Ability to prioritize assignments Proficiency in Epic, GE, eClinicalWorks a plus Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures. Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.   Working Conditions  Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress. Work Environment: The noise level in the work environment is usually minimal.   Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.