Billing Supervisor

Job Description Billing Supervisor - Bilingual (English/Spanish) | Monday to Friday, flexible to work an 8-hour shift, between the hours of 8:30am – 8:00pm Eastern

Under the direction of the manager /director, as a Billing Customer Service Supervisor, you will lead day-to-day patient engagement, including overseeing and mentoring a team of call center agents, including team leadership and development, quality assurance, and performance management; operational management including driving department and team metrics, workforce adherence and service levels in real time; patient escalation handling, including the primary escalation point for unresolved patient complaints and complex inquiries;

regulatory compliance, including adhering strictly to healthcare privacy laws like HIPPA and internal service standards; and cross-departmental collaboration to resolve inquiries from patients, physicians and insurance providers. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full-time (40 hours per week) Monday – Friday, and must be flexible to work an 8-hour shift between 8:30am – 8:00pm Eastern. It may be necessary, given the business need, to work more than 40 hours during peak times of the year as well as possible weekends. This position is primarily remote, however, you may be needed go into the office/travel as needed for training, meetings, etc.,

depending on business needs.

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthy MINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 'MyDay' off
• Fin Fit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Manage phone metrics and ensure team is handling calls with a focus on first call resolution.
• Work with Workforce Management ensuring all calls in queue have been answered and provide assistance to agents completing calls.
• Ensure best practices are followed to handle all call types related to bill balances, adjustments/refunds, payment plans, credit card payments, patient pricing, billing insurance, and other patient concerns.
• Work well with peers and be able to lead a team to successfully meet department metrics.
• Must be able to multi-task and ensure all deliverables are met timely.
• Ability to teach direct reports the functionality of the billing system and collection process.
• Ability to effectively handle escalated callers directly and/or coach agents and group leads to effectively handle escalated callers.
• Needs to be technically savvy and…