Self-Pay Inbound/Outbound Contact Center Supervisor - CLOSED

2016 Best Places to Work in Healthcare

Job Location: Spokane Valley, Washington

Job Description:

We are currently recruiting for a Self-Pay Inbound/Outbound Contact Center Supervisor to join our talented team of employee-owners at our Spokane Valley, Washington office. As an Employee-Owned Company, we are committed to providing extraordinary service delivered with the utmost integrity and professionalism.

This is a significant opportunity for a Patient Financial Services professional who wants to make a direct impact on operations resulting in tangible results while impacting the success of the PFS Division as an employee owner. Healthcare Resource Group (HRG) provides revenue cycle services to hospitals and clinics throughout the US.

What HRG Offers:

  • Competitive compensation
  • Career growth opportunities and professional development
  • HRG paid retirement plan through Employee Stock Ownership Plan and employee ownership
  • Medical / dental / vision / prescription / life / disability / supplemental / FSA / HSA / Wellness Program
  • Paid time off, sick days and paid holidays
  • Merchant discounts

Position Summary:

Assists in ensuring the highest quality customer service by performing daily tasks to support employee growth and define department standards. Will provide direction for employee daily tasks, schedules and issues. Maintains a working relationship with clients and relays information back to appropriate staff. Assists in hiring process and documenting ongoing employee issues.

Customer Service:

Maintains and promotes positive, open and honest interpersonal relationships with customers, patients and internal staff. Provides high quality service to all customers; focuses on understanding customers’ needs.

Position Responsibilities:

  • Contribute to positive business results by maintaining a workplace characterized by high performance, mutual support and respect, and teamwork.
  • Provide support and solutions for patient inbound and outbound calls when Representative and Lead cannot find a solution.
  • Supervise day-to-day operations and provide daily coaching and direction for staff.
  • Maintains a thorough, in-depth knowledge and understanding of HRG services and information systems.
  • Advanced knowledge of Self Pay Form and client systems.
  • Ability to take on additional tasks from management team and excel.
  • Respond to escalated caller inquiries and concerns.
  • Continuously ensure unresolved issues are communicated early and escalated to management at appropriate times. 
  • Effectively work and communicate with customers, employees, and designated other outside parties.  Through actions creates a positive image of the HRG.
  • Conduct portion of hiring process as well as documenting reoccurring issues that potentially leads to terminations.
  • Continuously ensure unresolved issues are communicated early and escalated to management at appropriate times. 
  • Completes schedule for hourly employees monthly while being conscious of coverage needs and time off requests.
  • Track patterns of issues in programs and processes and apply solutions when appropriate.
  • Provide phone coverage when appropriate and/or necessary.
  • Perform additional duties as assigned.
  • Builds team spirit by assisting other staff members and through actions, creates a positive image of HRG and association.
  • Monitors call queue and takes action to ensure service levels are met.

Qualifications / Requirements:

  • Education: Associated degree or equivalent experience. CPAT/CPAM Certification or other industry standard qualifications.
  • Excellent interpersonal, verbal, and written communication skills.
  • Ability to handle a wide variety of customer service situations and to constructively manage escalated customer contacts.
  • Ability to work outside of normal hours when needed.

Other Requirements:

  • Thorough knowledge of HRG policies and procedures.
  • Expert knowledge of health care terminology, laws and regulations.
  • Ability to demonstrate HRG customer service philosophy.
  • Ability to demonstrate strong analytical skills in completion of projects and assignments.
  • Extensive Knowledge of all HRG Self Pay applications.
  • Ability to organize and prioritize work.
  • Thorough understanding of ACD systems and call tracking software
  • Excellent communication and analytical skills with a demonstrated ability to plan, organize, prioritize and complete work assignments.
  • Ability to understand and carry out verbal and written instructions.
  • Hearing and responding to telephone calls and questions.
  • Sitting at a desk or computer terminal, reading documents and computer screens, and writing/keying/typing information.
  • Ability to move about the office with occasional lifting, bending and reaching.
  • Ability to use office equipment such as computer terminal, phone copier and fax machine.
  • Ability to travel by automobile or commercial transportation to branches or other meeting locations.

Interested applicants are encouraged to apply today for consideration!