The Operations Supervisor - Spanish Bilingual 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 analytical, 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 managemen
• tInterviews, 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 Guideline
• sAssists 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

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Qualification

• s:At least 1 year of experience as a Supervisor in a call center environment handling a healthcare accoun
• t.Bilingual in Spanish and Engli
• shBachelor’s degree (B. A.) or equivalent, two to four years related experience, or equivalent combination of education and experienc
• e.Preferred experience: Healthcare, specifically Medical Billing and Patient Billi
• ngRelated training/experience (preferably within the past five year
• s)Knowledge of Payor/Insurance Benefi
• tsProficiency in the use of Excel Spreadsheets, PowerPoint, and various software progra
• msExcellent interpersonal and organizational skil
• lsStrong leadership, independent thinking, and decision-making skil
• lsStrong organizational, problem-solving, and analytical skil
• lsExcellent oral and written communication skil
• lsAbility to communicate with all members of the health care tea
• m.Independent thinking and decision-making abilit
• y.Ability to prioritize assignment
• s.Proficiency in Epic, GE, eClinicalWorks a plu
• s.Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedure
• s.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 topic
• s.Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with other
• s.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 commitment
• s.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 thing
• s.Must be willing to work during US hour
• s.Must be willing to work onsi

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Experience these exceptional benefits when you join Med-Metr

• ix!Fixed Weekends
• OffDay 1 HMO with 2 of your dependents covered for F
• REEMedical Cash Allowa
• nceRice Allowa
• nceClothing Allowa
• nceFree Lunch Da
• ilyPaid Time
• OffHoliday
• PayTraining and Staff Developm
• entEmployee Engagement Activit
• iesOpportunities for Internal Mobil

Please refer to job description.