EO, Patient Account Resolution Supervisor

QHR Health, LLC dba Ovation Healthcare; Huntsville (AL); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Ovation Healthcare in Huntsville, AL is seeking a motivated PAR Supervisor to lead a team within the Recovery department. You will oversee a subset of clients and develop a 10+ agent team to meet client objectives and KPI targets.

Responsibilities include coaching PAR Specialists, monitoring performance, conducting reviews, and ensuring timely escalation and resolution for patients and clients. Remote/hybrid/on-site role in Huntsville, AL with opportunity to contribute to efficiency and outcomes.

Qualifications

• Minimum 3+ years in a call center environment with a track record in collections, sales, customer service, or tech support.
• At least 1 year in a supervisory role leading teams to achieve performance goals.
• 6+ months in Early Out Call Center or equivalent revenue cycle experience.

Responsibilities

• Manage and oversee a subset of Recovery clients to meet client objectives.
• Lead a team of 10+ PAR Specialists and monitor daily performance.
• Coach PAR Specialists to close knowledge gaps and improve performance.
• Provide timely two-way feedback and conduct monthly one-on-ones and annual reviews.
• Ensure adherence to KPIs, queue status, and escalation procedures as needed.

Skills

Call center experience

Supervisory experience

Patient communication

Team leadership

Education

GED or HS Diploma

Tools

Voizetrail

Dialer system

Job description

Welcome to Ovation Healthcare! At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.

Summary

Patient Account Resolution (PAR) Supervisors are responsible for an assigned subset of clients within the Recovery department as well as developing teams of 10 + agents in the Call Center. CallCenter Supervisors help ensure that the goals and work standards of the Recovery department are met.

Duties and Responsibilities

• Manage and oversee assigned subset of Recovery clients to meet client objectives.
• Manage a team of 10+ agents.
• Effectively execute the vision, mission, and objectives of the call center.
• Meet or exceed department key performance indicators (KPIs) to meet assigned clients’ objectives.
• Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement.
• Provide effective, timely two-way feedback to motivate high performance and a productive environment.
• Monitor the daily performance of PAR Specialists.
• Monitor and track the time & attendance of direct reports.
• Provide coaching and counseling to include progressive discipline up to and including termination.
• Write and execute performance reviews and IPs as necessary.
• Recommend terminations as appropriate according to policy.
• Facilitate new hire and promotion interviews as well as providing recommendation for advancement.
• Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.
• Provide escalated call support to PAR Specialists.
• Conduct monthly one-on-ones with team members to identify areas of improvement.
• Conduct annual reviews with team members to evaluate performance and set yearly goals.
• Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.
• Draft and apply disciplinary actions in collaboration with management and Human Resources.
• Identifies opportunities for improvement in relation to work processes and procedures.
• Manage teamwork flow and performance to meet goals and service level requirements as set by management.
• Evaluate calls via Voizetrail for direct reports.
• Effectively operate dialer phone system with minimal supervision.
• Conduct daily morning huddles for call center on rotational schedule.
• PIR and Incident management to ensure proper timely resolution for patients and clients.
• Assist with new employee training when needed.
• Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.
• Create, update, and maintain procedures as needed.
• Work rotational weekend, on-call inclement weather or after-hours shifts as needed.
• Other tasks as assigned.

Work Experience, Education, and Certifications

• 3+ years of experience in a call center environment, with a background in collections, sales, customer service, or technical support.
• 1+ year of supervisory experience, demonstrating strong leadership skills and the ability to manage, coach, and motivate teams to achieve performance goals.
• Minimum of 6 months of Early Out Call Center experience, or equivalent experience in another revenue cycle role.
• GED or High School Diploma required.

Working Conditions and Physical Requirements

• Ability to move around the call center floor for up to 8 hours, ensuring smooth workflow and support for team members.
• Frequent use of a desktop computer or laptop for data entry, communication, and reporting.
• Ability to communicate clearly and professionally with patients over the phone system, ensuring effective resolution of inquiries and concerns.
• Strong listening skills to accurately interpret and address patient needs.
• Ability to interact with a mobile workstation to provide support to other specialists as needed, ensuring flexibility and coverage across the team.
• Remote, Hybrid, or Onsite Role in Huntsville, AL.

Ovation will never contact applicants via Chatwork or any other messaging platform outside of our official channels. If you receive any communication claiming to be from Ovation through Chatwork or any unauthorized platform, please disregard it and report it to us immediately. Our official communication will always come from our company email domain or through recognized professional channels like LinkedIn. If you have any questions or concerns regarding the authenticity of a communication, please contact us directly at [e-mail] for verification.

Headquartered in Brentwood, Tenn., Ovation Healthcare partners with 375+ hospitals and health systems across 47 states. For 45+ years, Ovation Healthcare has supported hospitals and health systems through a portfolio of shared services - Leadership Advisory, Spend Management, Revenue Cycle Management, and Technology Services- designed to provide scale and efficiency to hospital business operations.