Bilingual Call Center Ops Supervisor – Healthcare

Clear Destination Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Fixed Weekends Off

Day 1 HMO with 2 dependents

Medical Cash Allowance

Rice Allowance

Clothing Allowance

Free Lunch Daily

Paid Time Off

Training and Staff Development

Employee Engagement Activities

Internal Mobility Opportunities

Job summary

Med-Metrix seeks an Operations Supervisor, Bilingual Call Center to hire and train agents, monitor progress, and provide ongoing coaching. You will lead daily activity, review performance, and ensure compliance with healthcare billing standards, HIPAA, and PHI guidelines.

Requires a BA or equivalent, 2+ years supervising a healthcare call center, and bilingual proficiency in Spanish and English. Role is onsite and serves US hours with growth opportunities.

Qualifications

• Bachelor’s degree (B.A.) or equivalent, two to four years related experience, or equivalent combination of education and experience.
• At least 2 years’ experience as a Supervisor in a call center environment handling a healthcare account.
• Bilingual: Spanish and English.
• Proficiency in Excel, PowerPoint, and various software programs.
• Excellent interpersonal and organizational skills.
• Strong leadership, independent thinking, and decision-making skills.
• Analytical, problem-solving, and communication abilities.
• Must be willing to work onsite and during US hours.

Responsibilities

• Organizes, directs, and monitors daily activities of customer service representatives.
• Distributes workload to customer service team; monitors and reviews performance.
• Monitors service calls to observe agent demeanor, accuracy, and policy conformity; provides feedback.
• Monitors and analyzes productivity; completes employee evaluations.
• Fields questions from representatives and clients; recommends corrective actions.
• Maintains composure handling difficult calls with customers.
• Establishes procedures, prepares schedules, and expedites workflow.
• Prepares reports and correspondence as needed.
• Compiles status and work-volume reports for management.
• Interviews, trains, motivates, and rewards customer service representatives.
• Manages disciplinary issues and escalates accordingly.
• Possesses knowledge of the medical billing industry.
• Knowledge of healthcare claims processing including ICD-9/10, CPT, HCPC, 1500 forms.
• Adheres to HIPAA and PHI guidelines; maintains confidentiality.
• Assists with policy implementation to comply with regulations for billing and collection.
• Performs other duties as assigned by management.

Skills

Bilingual: Spanish & English

Leadership

Analytical skills

Customer service excellence

Communication skills

Problem solving

Independence

Education

Bachelor’s degree (B.A.) or equivalent

Tools

Epic

GE

eClinicalWorks

Excel

PowerPoint

Job description

Med-Metrix seeks an Operations Supervisor, Bilingual Call Center to hire and train agents, monitor progress, and provide ongoing coaching. You will lead daily activity, review performance, and ensure compliance with healthcare billing standards, HIPAA, and PHI guidelines.

Requires a BA or equivalent, 2+ years supervising a healthcare call center, and bilingual proficiency in Spanish and English. Role is onsite and serves US hours with growth opportunities.