- Professional
- Escritório em Denison
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.
