Inbound Clinical Care Supervisor

ChartSpan’s Inbound Supervisor leads a team of Inbound Patient Care Coordinators in the Clinical Department, ensuring high-quality phone interactions, meeting predefined metrics, and enforcing company policies and procedures.

Responsibilities

• Manage an assigned team of employees in the clinical inbound group, overseeing day-to-day contact center operations.
• Provide ongoing coaching related to utilization (productivity), quality, attendance, and overall performance.
• Ensure consistent follow-up and communication.
• Perform status tracking, efficiency analysis, resource allocation, data analysis, and process management support.
• Establish process controls to ensure all SLAs and KPIs are consistently met.
• Contribute to patient satisfaction and program management activities.
• Ensure all agents comply with HIPAA and Medicare Fraud, Waste, and Abuse rules and regulations.
• Respond promptly to inquiries received via email, text, and phone.
• Prepare monthly, quarterly, and annual reports.
• Utilize data to support assumption and outcome evaluations.
• Monitor daily attendance, breaks, and approved Paid Time Off (PTO) requests.
• Review and ensure payroll timesheets are accurate for each team member.
• Attend and conduct meetings as required.
• Perform other duties as assigned.

Requirements

• 1+ year of supervisor/management experience in a remote contact center.
• Proficient in Excel and/or Google Docs/Sheets.
• Proven ability to analyze, problem-solve, adapt, and multitask while effectively communicating, planning, and organizing.
• Strong verbal and written communication skills.
• Able to coach, motivate, and encourage employees through positive communication and feedback.
• Ability to be flexible and adapt to new situations and environments.
• Able to build and strengthen interpersonal relationships with co-workers, patients, and partners.
• Disciplined and self-motivated.
• Driven to learn and absorb information about the industry at a rapid pace.
• Current active COMPACT LPN license; willing to obtain multi-state licenses of ChartSpan footprint.

Pay

$58,750 a year