EBO Supervisor

Summary

Join Revenue Enterprises, a family-owned customer service contact center, and become part of a team dedicated to improving healthcare. As a Team Lead, you will provide leadership and support to your team, ensuring outstanding customer service while acting as a subject matter expert. Responsibilities include coaching, performance management, payroll management, project leadership, reporting, client interaction, and assisting with hiring and training. The ideal candidate will have 2+ years of supervisory experience in customer service or healthcare, along with strong computer skills and a commitment to continuous improvement. Revenue Enterprises offers competitive pay, an incentive program, and a work-from-home opportunity.

Requirements

• Must be a Colorado, Wyoming or Montana resident
• 2+ years prior Supervisory experience, with demonstrated history of retention and results in managing SLAs
• Authorization to work in the US
• High school diploma or GED - Some College or Advanced training preferred
• Advanced beginner to Intermediate skills in the Microsoft Suite (Outlook, Word, and Excel)

Responsibilities

• Provide call-center leadership by motivating your team to ensure outstanding customer service
• Being a subject matter expert for your team, who are assisting inbound callers by answering their questions about their bills and helping them make collaborative affordable payment plans and settlements, and ensuring outreach to patients occurs in a manner that meets or exceeds client expectations
• Provide coaching, 1:1's, and annual reviews
• Payroll management and time approval using ADP, discussing approval for raises, bonuses and meets with employees to review and discuss goals and plans for future
• Lead special projects
• Prepare reports to leadership on performance, attendance and quality and reports monthly bonus accounts to accounting
• Works with clients to respond on account level questions and workflow
• Assist with the hiring and training process for your team members
• Manage scheduling for your team to ensure the best possible experience for our patients
• Handling escalated patient calls to help better explain accounts and ensure the best possible outcome for those callers who need an extra voice. Using empathy and fantastic listening, verbal, and written communication skills to help patients and their families to understand their bill, answering questions about their debt and medical billing process
• Using your computer proficiency, organization, and attention to detail to accurately report attendance, productivity, work quality and escalating any patient or client issues that require attention
• Supporting your team through consistent attendance, excellent work ethic, and caring team focus
• Continuously improving, with supportive coaching and feedback from your director and executive leadership. Learning through attending REL Leadership training and/or by seeking/attending external leadership training to enhance your success
• Other duties as assigned

Preferred Qualifications

Experience in customer service and/or healthcare preferred

Benefits

• Competitive pay and incentive program
• Work from home opportunity with modified in-office work options available for those who like the "office" setting