Job Summary

The Supervisor is responsible for leading the daily activities of 15-20 remote and in office employees within the Customer Service Department call center. This person must be flexible with their working schedule and availability based on the business needs of the department. This includes establishing policies and procedures, maintaining daily workflows to ensure specified turnaround times are met and providing direction and overall performance management of the staff.  

Job Type: Full-time (Monday-Friday, 11:30 am to 8:00 pm local time)

Location: Remote

Major Responsibilities/Activities

• Recruit and hire individuals that exhibit the talent and skills required to be successful in a customer focused call center. 
• Create a working environment where team members feel connected, encouraged, and empowered. 
• Provide continuous team training to develop a team of top performers.
• Hold self and others accountable to high performance standards.  
• Prepare individual and departmental statistical reports for reviewing and evaluating staff performance, staffing requirements, and measuring departmental performance metrics.
• Delegate work assignment of team workflows and email boxes ensuring timely resolution.
• Coordinate with payroll department to validate records for company payroll accuracy and cost containment.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Provide direction and leadership to outsourced calling teams which are an extension of the Customer Service Department.
• Keep ahead of call center industry’s developments and apply best practices to areas of improvement.
• Make impromptu changes to schedules and call routing as needed.

Other Responsibilities/Activities

• Overcome objections and re-direct conversations for optimum outcomes.
• Facilitate client facing meeting. 
• Manage time, projects, processes, and resources to produce desired outcomes.
• Participation in relevant meetings and company-sponsored events.
• Update and create working Standard Operating Procedures.
• Travel as needed (less than 10% of working time).

Required Education, Skills, & Experience

• Proven ability to successfully lead a team of remote call center employees.
• Knowledge of best practices and industry standards regarding call center management & efficiencies.
• Ability to communicate with peers, managers, clients, vendors, and team members in a professional and respectful manner.
• Demonstrated ability to multi-task and work with cross-functional teams.
• Strong listening, decision-making, time management, communication, and critical-thinking skills.
• Superb customer service skills.
• Must be able to give and receive positive and negative feedback in a consistent, professional, and respectful manner; includes difficult or sensitive topics/conversations, applying disciplinary action, resolving escalated calls, etc. 
• Proficiency with Microsoft Office programs.

Preferred Education, Skills, & Experience

• Experience with online chat technology
• Knowledge/experience with HIPAA, Medicare, Medicaid, and third-party health insurance industries  
• Knowledge/experience in PCI compliance regulations
• Prior experience in EMS or other healthcare revenue cycle 

Working Environment/Physical Requirements

• Majority of time spent in a normal office environment with almost constant use of telephone.
• Long periods of sitting. 
• Possession of motor skills required for use of computer keyboard, telephone, various office equipment and filing of paperwork.
• Flexibility to work extended and/or varied hours to support business needs

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.

Pay range: $50,000 to $55,000 annually, with final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.

*Please note, our hiring process typically lasts 2-4 weeks with three to four interviews total.*