Inbound Clinical Care Supervisor

ChartSpan’s Inbound Supervisor is responsible for leading their team of Inbound 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 inbound group, 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, break and approved Paid Time Off (PTO) requests
• Review and ensure payroll timesheets are accurate for each team member.
• Attend and conduct meetings as required of the position.
• Other duties as assigned.

Skills and Qualifications

• 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
• Current active, COMPACT LPN license; willing to obtain multi-state licenses of ChartSpan footprint.