We are seeking an experienced Call Center Supervisor with a background in US healthcare operations to lead and manage a team of remote agents. This role is responsible for driving performance, ensuring compliance, and maintaining high-quality patient interactions across scheduling, intake, insurance verification, and related functions.
Key Responsibilities
Team Leadership & Performance Management
- Supervise and manage a team of call center agents handling patient-facing and administrative tasks
- Monitor daily performance metrics (calls handled, wait times, conversion rates, QA scores, etc.)
- Conduct regular 1:1s, coaching sessions, and performance reviews
- Enforce KPIs and ensure accountability across the team
- Manage schedules, attendance, and coverage to meet service level agreements (SLAs)
Quality Assurance & Training
- Review calls and interactions to ensure quality, professionalism, and compliance
- Provide real-time feedback and ongoing coaching to improve performance
- Assist in onboarding and training new hires on processes and systems
- Identify performance gaps and implement improvement plans
Healthcare Operations Oversight
- Oversee workflows related to:
- Patient scheduling
- Insurance verification
- Prior authorizations
- Intake coordination
- Follow-ups and patient communication
- Ensure all processes align with US healthcare standards and client expectations
Compliance & Documentation
- Ensure team adherence to HIPAA and data privacy regulations
- Maintain accurate reporting and documentation of team performance
- Escalate issues or risks proactively to leadership
Client Communication
- Act as a point of contact for client updates and performance reporting
- Provide insights, reporting, and recommendations to improve operations
- Ensure client KPIs and expectations are consistently met or exceeded
Requirements:
- 2-5+ years of experience as a Call Center Supervisor or Team Lead
- Direct experience in US healthcare (medical billin
📌 Call Center Supervisor (Ciudad de México)
🏢 Remote Hive
📍 Ciudad de México
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