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Hybrid Call Center Supervisor- Denison at None

None · Denison, United States Of America · Hybrid

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Position Summary:

The Call Center Supervisor for Early Out Services is responsible for supervising day-to-day call center operations, leading a team of agents in delivering exceptional customer service, and supporting revenue cycle goals. This role ensures productivity, compliance, and quality performance standards are consistently met while fostering a patient-centered approach in all interactions.

Key Responsibilities:

Operational Oversight

  • Monitor and manage daily operations of the Early Out departments, ensuring departmental productivity and service standards are met.

  • Maintain and analyze daily productivity reports; provide feedback and coaching to staff to enhance performance.

  • Assist agents during peak periods with responsibilities such as scheduling appointments, patient registration, payment collection, and answering inbound calls.

  • Supervise professional and support staff, optimizing resources, resolving operational challenges, and ensuring adherence to company quality and budget standards.

  • Participate in tactical planning and support the execution of strategic initiatives, including staff development and retention efforts.

Patient Interaction & Customer Service

  • Ensure courteous, compassionate, and professional communication with patients, clients, and internal agents at all times.

  • Address and resolve patient complaints or concerns promptly, escalating issues to management when needed.

  • Inform patients of their financial responsibilities and the billing process; assess financial condition and refer to counseling services if applicable.

  • Provide insurance education and support to patients to ensure payer compliance and minimize claim denials.

Documentation & Compliance

  • Accurately document all patient interactions, demographic data, and insurance information in appropriate systems per client and company standards.

  • Ensure accurate entry of insurance verification details, including coverage levels, policy numbers, copay, deductible, out-of-pocket amounts, and service coverage.

  • Maintain compliance with HIPAA and GetixHealth policies and procedures, including during system downtime.

Team Leadership & Communication

  • Promote a team-oriented, respectful, and professional environment aligned with GetixHealth values.

  • Provide timely, constructive feedback—both positive and corrective—to team members.

  • Ensure staff have necessary resources and tools to perform job duties effectively.

  • Identify opportunities for process improvements to enhance efficiency, accuracy, and customer satisfaction; present recommendations to management.

Other Duties

  • Ensure timely completion of assigned projects and adherence to deadlines.

  • Perform additional duties as assigned by management to support departmental success.

Qualifications:

  • High school diploma or equivalent required; Associate or Bachelor’s degree preferred.

  • 2+ years of experience in a healthcare call center or revenue cycle environment, with 1+ year in a supervisory or leadership role.

  • Strong knowledge of insurance verification, billing procedures, and patient registration processes.

  • Proficient in Microsoft Office and call center technologies.

  • Excellent leadership, communication, and customer service skills.

  • Working knowledge of HIPAA and handling of Protected Health Information (PHI).

  • Bilingual (English/Spanish) is a plus.

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