Key Responsibilities:
Leadership & Oversight
- Assign daily workloads and monitor adherence to schedules.
- Oversee execution of pre-visit, in-visit, and post-visit support tasks.
- Monitor call/chat/interaction queues in Cisco Finesse and Calabrio to maintain service levels.
Performance Management
- Track KPIs in Power BI and review performance trends.
- Conduct regular coaching and feedback sessions to address performance gaps.
- Manage attendance, adherence, and compliance tracking.
Escalation Handling
- Serve as point of contact for complex patient/provider concerns.
- Resolve technical or procedural issues in real-time.
- Coordinate with other departments to address system or process breakdowns.
Continuous Improvement
- Identify workflow inefficiencies and propose solutions.
- Collaborate with Training & Quality to implement process updates.
- Ensure compliance with HIPAA, data security, and client-specific policies.
Qualifications:
- 3 years of healthcare BPO experience, with at least 3 year in a supervisory or lead role.
- Proficiency in EPIC, Care Connect, HelloWorld, Amwell, and insurance verification tools.
- Strong leadership, analytical, and interpersonal skills.
- Strong communication and customer service skills
Preferred Qualifications:
- Experience with operational development preferred.
- Experience working with clients as a vendor/BPO.
- Startup / rapid growth experience
- Life sciences, pharmaceutical, or medical device experience.
Report job
