ChartSpan’s Contact Center Supervisor is responsible for leading their team of Patient Care Coordinators in the Clinical Department. Key responsibilities include ensuring high quality of phone calls, achieving predefined metrics, and enforcing company policies and procedures. The role is responsible for activities such as coaching, answering questions, offering encouragement, distributing information, ensuring that their team members are mindful of the calls in the queue, texts, wait times, and tracking overall performance.

Job Duties

• Manage an assigned team of employees in the clinical department, overseeing the 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 overall process management support.
• Establish process controls to ensure all SLA’s and KPI’s are consistently met.
• Provide significant contributions to activities related to patient satisfaction and program management.
• Ensure all agents are compliant with HIPAA and Medicare Fraud, Waste, and Abuse rules and regulations at all times 
• Respond and communicate promptly to all 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 by the position.
• Other duties as assigned.

Skills and Qualifications

• Compact LPN or RN licensure is required.
• 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 all interpersonal relationships with co-workers, patients, and partners
• Disciplined and self-motivated 
• Driven to learn and absorb information about our industry at a rapid pace