Supervisor, Contact Center – Anesthesia
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Job Description
Contact Center Supervisor leading patient and provider support operations for Ventra Health’s physician revenue-cycle services. Coaching teams, resolving escalations, and improving contact-center performance.
Responsibilities:
- Supervise the daily operations of the Contact Center Department
- Supervise employees, conduct performance appraisals, make employment and discipline recommendations, and coordinate work assignments
- Track, maintain, and monitor employee metrics
- Resolve escalated issues within the customer service and contact departments
- Track trends to identify opportunities for enhancements, innovative solutions, and continuous process improvements
- Perform special projects and other assigned duties
- Create exceptional experiences for patients and providers while leading a high-performing team
Requirements:
- High School Diploma or GED
- Bachelor’s degree in Business, Benefits, or related field
- Five (5) years of experience handling patient health information and/or medical records preferred
- Six (6) months of supervisory/management experience preferred
- Knowledge of medical terminology, anatomy and physiology, and legal aspects of health information
- Knowledge of EMRs (electronic medical records)
- Strong supervisory/management skills
- Strong customer service skills
- Strong oral, written, and interpersonal communication skills
- Strong word processing, spreadsheet, database, and presentation software skills
- Strong time management, critical thinking, organizational, and mathematical skills
- Ability to handle and resolve escalated calls and correspondence
- Ability to understand, analyze, interpret, and explain complex documents
- Ability to work in a team environment and adhere to standards and quality guidelines
- Ability to read, understand, and apply state/federal laws, regulations, and policies
- Ability to remain flexible and work within a collaborative and fast-paced environment
- Ability to communicate with diverse personalities in a tactful, mature, and professional manner
Benefits:
- Performance-based incentive plan eligibility
- Discretionary incentive bonus eligibility
- Referral bonus opportunity
- Reasonable accommodations for qualified individuals with disabilities
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