The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.
Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.
Summary:
The Call Center Supervisor is responsible for leading, coaching, and supporting a team of Call Center Specialists and Senior Call Center Specialists within a fully remote, high volume call center environment. This role ensures the delivery of high quality patient service while meeting productivity, quality, compliance, and turnaround time expectations.
The Supervisor plays a critical role in real time operations, handling escalated patient issues, monitoring team performance, providing ongoing feedback and development, and partnering with leadership to drive continuous improvement. Success in this role requires strong leadership skills, sound judgment, and the ability to balance team support with operational accountability.
Essential Duties and Responsibilities:
- Directly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day to day guidance, coaching, and performance oversight
- Monitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are met
- Handle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolution
- Serve as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision making
- Conduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coaching
- Support onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectations
- Track individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround times
- Partner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performance
- Ensure consistent adherence to HIPAA regulations, company policies, client specific requirements, and compliance standards
- Communicate updates, process changes, and client requirements clearly and consistently to the team
- Identify trends, recurring issues, or process inefficiencies and escalate recommendations for improvement
- Foster a positive, collaborative team culture that supports engagement, accountability, and continuous improvement
- Assist with scheduling, attendance tracking, and coverage planning in a remote environment
- Maintain accurate documentation related to coaching, performance discussions, and employee development
- Additional supervisory or operational duties as assigned
Skills/Experience Required:
- Education: High School Diploma or Equivalent required; Associate’s or Bachelor’s degree preferred
- Minimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments
- 2+ years of experience in a leadership, lead, or supervisory role strongly preferred
- Prior experience managing escalations and coaching team members
- Prior experience handling escalated or complex customer interactions strongly preferred
- Bilingual (English/Spanish) preferred
- Strong understanding of call center operations, performance metrics, and quality standards
- Healthcare billing and insurance knowledge strongly preferred
- Proficiency in Microsoft Office applications (Outlook, Word, Excel) and call center systems
- Ability to analyze performance data and translate insights into coaching and action plans
- Excellent communication and interpersonal skills, with the ability to lead difficult conversations professionally and constructively
- Proven ability to remain calm and decisive in high pressure, fast paced environments
- Strong problem solving and conflict resolution skills
- Highly organized with the ability to manage multiple priorities and deadlines
- Reliable, punctual, and dependable with strong accountability
- Ability to lead and support a remote team while maintaining engagement and performance standards
- Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled.
Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
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