Call Center Supervisor- Onsite Sugarland,Tx

Key Responsibilities

• Oversee daily call center operations, ensuring productivity, service levels, and quality standards are consistently met
• Monitor performance metrics and analyze reports to identify trends, gaps, and improvement opportunities
• Provide real-time coaching, feedback, and support to team members to drive results
• Step in during peak periods to assist with inbound calls, patient registration, appointment scheduling, and payment collection
• Optimize staffing and resources while maintaining budget and operational efficiency

Team Leadership & Development

• Lead, mentor, and develop a team of call center agents to achieve individual and team goals
• Foster a positive, team-oriented environment aligned with company values
• Deliver consistent coaching, recognition, and corrective feedback to improve performance and engagement
• Support hiring, training, and retention initiatives

Patient Experience & Service Excellence

• Ensure all patient interactions are handled with professionalism, empathy, and accuracy
• Resolve escalated patient concerns and complaints in a timely and effective manner
• Educate patients on billing, insurance, and financial responsibilities
• Support financial counseling referrals when appropriate

Compliance & Documentation

• Ensure accurate documentation of patient interactions, insurance details, and account updates
• Maintain compliance with HIPAA and company policies at all times
• Monitor quality assurance standards and ensure adherence to regulatory requirements

Process Improvement & Strategy

• Identify and implement process improvements to increase efficiency, reduce errors, and enhance the patient experience
• Support leadership with tactical planning and execution of strategic initiatives

Qualifications

• A high school diploma required; an associate’s or bachelor’s degree preferred
• 2+ years in a healthcare call center or revenue cycle environment
• 1+ year of supervisory or leadership experience
• Strong knowledge of insurance verification, billing, and patient registration
• Proficiency with Microsoft Office and call center systems
• Strong leadership, communication, and problem-solving skills
• Working knowledge of HIPAA and PHI handling
• Bilingual (English/Spanish) preferred

Compensation

Salary: $50,000
Bonus Potential: Eligible for a monthly bonus based on teams' performance.

Benefits & Incentives

• Comprehensive Health Coverage: Available starting after 60 days of full-time employment
• Life & Disability Insurance: Basic life/AD&D, short-term, and long-term disability coverage, with optional voluntary life/AD&D plans
• 401(k) Plan: Eligible to participate after 6 months of continuous service
• Paid Time Off (PTO): Accrued from the first day of employment
• Flexible Benefits: Customize your benefits package to fit your personal and family needs