PFS Supervisor

The PFS Supervisor plays a key role in transitioning new Patient Financial Services (PFS) employees from the training environment to their permanent roles and coaches PFS representatives’ performance on an ongoing basis to ensure the highest level of quality and expectations are achieved. This position ensures that employees have the training, tools, and support necessary to meet performance targets. Through quality assurance, coaching, and continuous skill development, the PFS Supervisor will monitor, evaluate, and enhance the quality of service provided by PFS representatives. 

Responsibilities:

· Manage and Support new hires as they transition from training to the PFS floor, providing consistent monitoring, audits, and feedback.

· Conduct quality assurance monitoring of all PFS representatives to ensure quality standards are upheld.

· Regularly monitor and assess the quality of inbound and/or outbound calls, focusing on member experience.

· Report quality score results daily, weekly, and monthly, with insights into variances from target levels.

· Act as a mentor and coach for new hires, team members, and supervisors, ensuring continuous support and development.

· Conduct skills assessments, call reviews, and progress evaluations, creating development plans to meet quality performance goals.

· Evaluate and refine quality assurance scorecard criteria, scoring, and criteria.

· Maintain effective communication across all levels of leadership, agents, and peers to support quality goals, standards, and processes.

· Manage and update PFS curriculum, Basecamp, and handbook to capture changing program requirements as needed.

· Maintain administrative records such as attendance, observations, and trainee progression.

· Participate in various sessions (e.g., calibration, employee communication) to ensure consistent quality standards across the department.

· Minimum 2 to 5 years previous contact/call center experience, supervisory experience preferred

· Extensive knowledge of PFS client requirements, client expectations, workflows and SLA’s

· Intermediate knowledge of Epic, Artiva, FACS preferred

· Excellent communication and interpersonal skills, with an ability to coach and provide constructive feedback

· Ability to create an engaging and positive learning environment

· Expert with Artiva system and multiple healthcare systems

· Strong analytical skills to identify knowledge gaps and performance trends

· Knowledge of Microsoft Office Suite (Word, Outlook, Excel etc.)

· High School Degree/GED required, Associates or above and/or Training Certification preferred