Supervisor, Patient Services at HealthBridge – Grand Rapids, Michigan

Job Title: Supervisor, Patient Services

Available to work: 8AM – 6PM EST; Monday –Friday, Weekends as required.

Location: Grand Rapids Business Operations Center

Job Type: Full-time

Summary:

We are seeking a highly skilled and detail-oriented Supervisor, Patient Services to lead a high-volume inbound and outbound call center. This role is vital in supporting patients with billing inquiries, insurance issues, financial aid questions, processing payments, creating payment plans and other related concerns, ensuring prompt and effective resolution. The ideal candidate will excel at multitasking, including navigating multiple systems simultaneously, while delivering exceptional leadership and driving first-call resolution with the team. They are expected to be actively participating in live calls when required, resolving escalations, and supporting team members. This position is fully onsite at our Grand Rapids Business Operations Center.

Key Responsibilities:

• Supervise and lead an onsite team of patient service representatives in a high-volume inbound and outbound call center environment.
• Manage the resolution of patient inquiries, including billing issues, insurance concerns, financial aid, and related matters, with a commitment to achieving first-call resolution.
• Oversee payment collection and the creation of payment plans in compliance with organizational guidelines.
• Efficiently navigate and utilize multiple systems, including Epic EMR, to manage workflows and support team operations.
• Monitor, evaluate, and improve team performance using established call center metrics to ensure service quality and efficiency.
• Provide ongoing coaching, mentoring, and development opportunities to team members, fostering a supportive environment that encourages growth, collaboration, and the achievement of individual and team goals.
• Ensure adherence to company policies, procedures, and regulatory standards.

Requirements:

• Minimum of 5 years of supervisory experience in a high-volume call center or a related environment.
• At least 3 years of hands-on experience with Epic EMR systems.
• Experience in monitoring KPIs, providing feedback, and conducting performance evaluations.
• Demonstrated ability to navigate and utilize multiple systems efficiently in a fast-paced environment.
• Strong expertise in customer service, patient billing, insurance processes, and collection programs.
• Flexibility to adjust to changing priorities and handle high-pressure situations.
• Exceptional leadership, communication, and multitasking skills.
• We service customers from coast to coast from 8am to 6pm in the associated time zones. Must be willing and able to support the team during those business hours.

Preferred Qualifications:

• Experience managing teams in a call center setting.
• Additional certifications or training in customer service, call center operations, or Epic EMR systems.