Medfinancial-EBO Supervisor-Onsite Close Date 11/10/2025

Description

General Purpose of Job

The Call Center Supervisor will organize and direct the staff of our call center, specifically focusing on medical collections and
billing. As a supervisor, you will be responsible for assessing team performance, providing feedback, and ensuring excellent
customer service. The ideal candidate must possess strong communication skills, leadership abilities, and a results-oriented
mindset.

The purpose of the job is to supervise new hire agents through training & evaluating their performance to ensure adequate
development. To ensure that goals are attained on a daily, weekly, and monthly basis, working in conjunction with management
and other peers in the department. To ensure employees adhere to EdFinancial's policies and procedures and that regulatory
industry policy and contractual requirements are met. Provide coaching, disciplinaries and evaluations as necessary. Report
statistics to management as requested. Maintain customer outreach daily.
Collaborate with departments throughout the Edfinancial family to identify new ways to become more efficient, update
technological approaches, and maintain a distinguished level of service for our patient population and the clients we serve.

Additional Requirements:

• Assist in formulating targets for individuals and teams.
• Hire and onboard new employees.
• Answer questions from staff and provide guidance and feedback.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance using key metrics (e.g., call abandonment, calls waiting).
• Ensure adherence to policies for attendance and established procedures.
• Keep management informed on issues and problems, while offering solutions.
• Prepare monthly/annual results and performance reports.

Duties and Responsibilities (Daily and Monthly)

• Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers,
  clients, co-workers, and management.
• Responsible for the security of workstation and work area regarding the confidentiality of the data and the systems.
• Lead a group of agents that are dedicated to Outbound calls, Inbound calls, or a mixed team of both.
• Be able to work all shifts.
• Overtime as needed.
• Maintain confidentiality.
• Maintain a high-level of knowledge of healthcare billing practices, from EBO through extended payment plans, including
  ability to analyze complex and detailed information regarding customers invoice, payment, and account status questions.
• Ensure that department goals and expectations are met on a daily and monthly basis.
• Maintain professional and productive work environment.
• Create and promote teamwork environment while recognizing individual accomplishments.
  o Assist with company meetings/ client meetings.
• Meet with staff routinely to deliver performance feedback.
  o Complete Evaluations and one side-by-side coaching evaluation with each rep on the team per
  month and update tracking
  o 1 on 1's on behavior/calls as needed -
  o Complete employee reviews.
• Perform new hire skills assessments.
  o Maintain timesheets & attendance records
• Ensure new hire paperwork is completed, and all aspects of onboarding are completed to welcome new staff members to
  Medfinancial.
• Effective time management & organizational abilities - complete assigned projects in a timely manner.
• Work with leadership team and pod to ensure consistency in communication.
  o Attend meetings with leadership team and assist with personnel issues.
• Complete and submit weekly status briefs to supervisor management.
  o Provide weekly updates of group performance to supervisor/management.
• Set personal goals for own development & assist pod members with their goals.
  o Complete new hire assessment(s) for new employee(s).
  o Encourage employees to continue development and training.
• Continually learn new and updated enhancements and changes.
  o Suggest process improvements for the day-to-day operations of the call center.
  o Identify trends, training needs, and provide suggestions.
  o Remain knowledgeable and up to date with changes in processes, policies and procedures.
• Monitor team and ensure effective call coverage and schedule adherence by monitoring NICE reporting.
  o Maintain dialing campaigns.
  o Adjust staffing & skills as needed to ensure comprehensive call coverage.
  o Uphold team schedules with the supervisor in NICE.
• Other duties as assigned by management.