Call Center Supervisor - Bilingual

Med-Metrix; Pasig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Day 1 HMO with dependents covered

Clothing Allowance

Free Lunch Daily

Paid Time Off

Training and Staff Development

Employee Engagement Activities

Opportunities for Internal Mobility

Job summary

Med-Metrix in the Philippines is seeking an Operations Supervisor, bilingual in Spanish and English, to hire, train, and coach agents in our healthcare call center. You will monitor performance, manage daily activities, and ensure adherence to policies while maintaining HIPAA compliance.

This role requires strong leadership, excellent communication, and the ability to work onsite during US hours. Competitive benefits are offered including health coverage, training, and opportunities for

Qualifications

• Bachelor’s degree or equivalent with 2–4 years of related experience.
• At least 2 years’ experience as a Supervisor in a call center handling healthcare.
• Bilingual: Spanish and English.
• Proficiency in Excel and PowerPoint.
• Strong leadership and communication skills.

Responsibilities

• Organizes, directs, and monitors daily activities of customer service representatives.
• Distributes workload to customer service team; monitors and reviews performance.
• Monitors service calls; provides feedback to agents as needed.
• Monitors productivity; completes employee evaluations.
• Interviews, trains, motivates, and rewards customer service representatives.
• Maintains HIPAA and PHI confidentiality; adheres to policies.

Skills

Bilingual: Spanish & English

Leadership

Interpersonal skills

Organizational skills

Education

Bachelor's degree or equivalent

Two to four years related experience

Tools

Excel

PowerPoint

Job description

Experience these exceptional benefits when you join Med-Metrix!

• Day 1 HMO with 2 of your dependents covered for FREE
• Clothing Allowance
• Free Lunch Daily
• Paid Time Off
• Training and Staff Development
• Employee Engagement Activities
• Opportunities for Internal Mobility

Job Purpose

The Operations Supervisor, Bilingual Call Center will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytic, supportive, and prepared to act as a resource to agents.

Duties and 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 customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.
• Monitors and analyzes productivity of customer service representatives, completes employee evaluations.
• Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints.
• Ability to maintain composure when handling particularly difficult calls with customers.
• Establishes procedures, prepares, and coordinates 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 personnel issues and escalates accordingly.
• Possesses and maintains thorough knowledge of the medical billing industry.
• Possess thorough knowledge of healthcare claims processing including ICD-9/10, CPT, and HCPC codes, as well as 1500 forms.
• Always maintain confidentiality; adhere to HIPAA and PHI Guidelines
• Assists with the implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services.
• Performs customer service representative duties as needed.
• Performs other related duties as assigned by management.
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

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
• Related training/experience (preferably within the past five years)
• Knowledge of Payor/Insurance Benefits
• Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs
• Excellent interpersonal and organizational skills
• Strong leadership, independent thinking, and decision-making skills
• Strong organizational, problem-solving, and analytical skills
• Excellent oral and written communication skills
• Ability to communicate with all members of the health care team.
• Independent thinking and decision-making ability.
• Ability to prioritize assignments.
• Proficiency in Epic, GE, eClinicalWorks a plus.
• Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills--Assessments own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Must be willing to work during US hours.
• Must be willing to work onsite

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.