Supervisor, Contact Center

Ventra Health, Inc.; Mabalacat; On-site; PHP 4,294,000 - 5,521,000; Full time

Benefits offered by this job

Performance-based incentive plan

Job summary

Ventra Health is seeking a Supervisor, Contact Center to lead the daily operations of the Contact Center department. This role focuses on supervising staff, conducting performance appraisals, and coordinating work assignments to ensure service excellence.

The position involves tracking metrics, resolving escalated issues, and pursuing continuous process improvements. You may also participate in special projects as assigned by leadership.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree in Business, Benefits, or related field.
• Five (5) years of experience handling patient health information and/or medical records preferred.
• Six (6) months of supervisory/management experience preferred.

Responsibilities

• Supervises daily operations of the Contact Center and performs performance appraisals.
• Tracks, maintains, and monitors employee metrics.
• Resolves escalated issues within customer service and contact departments.
• Identifies opportunities for process improvements and innovative solutions.
• Performs special projects and other duties as assigned.

Skills

Supervisory/management

Customer service

Oral communication

Written communication

Interpersonal skills

Time management

Organizational skills

Problem solving

Team player

Education

High School Diploma or GED

Bachelor’s degree in Business or related field

Tools

EMRs

Job description

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

• As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards

Job Summary

• The Supervisor, Contact Center is responsible for the for supervising the daily operations of the Contact Center Department.

Essential Functions and Tasks

• Supervises, conducts performance appraisals, makes employment and discipline recommendations, and coordinates work assignments.
• Tracks, maintains, and monitors employee metrics.
• Resolves escalated issues within the customer service and contact departments.
• Tracks trends to monitor opportunities for enhancements, innovative solutions, and continuous process improvements.
• Performs special projects and other duties as assigned.

Education and Experience Requirements

• High School Diploma or GED.
• Bachelor’s degree in Business, Benefits, or related field.
• Five (5) years of experience handling patient health information and/or medical records preferred.
• Six (6) months of supervisory/management experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of medical terminology, anatomy and physiology, legal aspects of health information.
• Knowledge of EMRs (electronic medical records).
• Strong supervisory/management skills.
• Strong customer service skills.
• Strong oral, written, and interpersonal communication skills.
• Strong word processing, spreadsheet, database, and presentation software skills.
• Strong time management skills.
• Strong critical thinking skills.
• Strong organizational skills.
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
• Ability to handle and resolve escalated calls and correspondence.
• Ability to understand, analyze, interpret, and explain complex documents.
• Ability to work in a team environment.
• Ability to adhere to standards and quality guidelines.
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
• Ability to remain flexible and work within a collaborative and fast paced environment.
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner.

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.

• This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health

Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.

Statement of AccessibilityVentra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.