Billing Services Manager, Call Center - Digitech - Remote in Dublin, Ohio at Sarnova HC, LLC

Sarnova HC, LLC
Position Title: Billing Services Manager, Call Center - Digitech - Remote

Job Description

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 Manager is responsible for the strategic leadership, operational performance, and continuous improvement of the call center function. This role oversees Call Center Supervisors and their teams of Specialists, ensuring the delivery of high-quality, compliant, and efficient patient support within a high-volume healthcare billing environment.

The Manager drives overall performance by setting clear expectations, monitoring key performance indicators, and implementing strategies that improve productivity, quality, and customer experience. This individual partners cross-functionally with operations, compliance, training, and technology teams to ensure alignment with organizational goals and client requirements.

Essential Duties and Responsibilities:

• Lead, mentor, and develop a team of Call Center Supervisors, fostering strong leadership capabilities and accountability across all levels
• Provide direction and oversight to ensure Supervisors effectively manage Specialists, including coaching, performance management, and employee engagement
• Build and maintain a high-performance culture focused on service excellence, accountability, and continuous improvement
• Oversee workforce planning, including hiring, onboarding, training, and succession planning initiatives
• Direct day-to-day call center operations to ensure service levels, response times, quality scores, and productivity metrics are consistently achieved or exceeded
• Monitor call volume trends, queue performance, and staffing models to optimize efficiency and resource allocation
• Ensure seamless handling of escalations by supporting Supervisors in resolving complex or sensitive patient issues
• Oversee scheduling strategies, coverage planning, and adherence to ensure operational continuity
• Ensure effective execution of follow-up workflows, documentation standards, and resolution processes across teams
• Establish, track, and analyze key performance indicators (KPIs), including call volume, first-call resolution, quality scores, adherence, and turnaround times
• Leverage data and reporting tools to identify trends, performance gaps, and opportunities for improvement
• Partner with Supervisors to develop and implement performance improvement plans and coaching strategies
• Recognize and reward high performance while addressing underperformance in a timely and constructive manner
• Oversee quality assurance programs, including call monitoring, audit processes, and documentation accuracy
• Partner with Compliance and Training teams to ensure ongoing education, risk mitigation, and process adherence
• Evaluate existing workflows, systems, and procedures to identify inefficiencies and implement scalable improvements
• Drive continuous improvement initiatives to enhance customer experience, reduce call volume drivers, and improve resolution rates
• Ensure consistent delivery of high-quality, empathetic patient interactions across all levels of the call center
• Monitor customer feedback and complaint trends to identify and address service gaps
• Promote a patient-first culture aligned with organizational values and service standards
• Maintain audit readiness and ensure consistent execution of compliance-related processes
• Ensure adherence to all company policies, client requirements, and regulatory standards, including HIPAA compliance
• Additional job duties as assigned

Skills/Experience Required:

• Education: High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred
• 7+ years of experience in call center or customer service operations preferred, preferably in healthcare or medical billing
• 3+ years of progressive leadership experience, including managing supervisors or team leads preferred
• Demonstrated experience managing high-volume, metrics-driven environments
• Strong understanding of call center operations, KPIs, workforce management, and quality assurance practices
• Knowledge of healthcare billing, insurance processes, and regulatory requirements strongly preferred
• Experience with call center systems, reporting tools, and workforce management platforms
• Proficiency in Microsoft Office (Excel, Outlook, Word); advanced Excel skills preferred
• Proven ability to lead and develop leaders in a remote environment
• Strong decision-making and problem-solving skills in fast-paced, high-pressure situations
• Exceptional communication, coaching, and interpersonal skills
• Ability to drive accountability while maintaining a supportive and engaging team culture
• Strong analytical and data-driven mindset
• Excellent organizational and time management skills
• Ability to manage multiple priorities and drive results across competing initiatives
• High level of professionalism, integrity, and accountability

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.

#digitech

Job Details

Job Family Digitech
Pay Type Salary
Travel Required No
Telecommute Percentage 100