Billing Services Manager, Call Center

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 10%

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Sarnova

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏥 Healthcare

🤝 B2B

☁️ SaaS

💰 $500k Venture Round - Sarnova on 2009-12

Healthcare • B2B • SaaS

Sarnova is a healthcare-focused distribution and services company whose family of businesses (including Bound Tree Medical, Tri-anim Health Services, Cardio Partners, and Digitech) supplies products, equipment, services and technology across the emergency medical services (EMS) and acute care continuum. For nearly 50 years the group has distributed more than 100,000 health and safety products to EMS providers, hospitals, schools, businesses and government agencies, and also provides respiratory/anesthesia/critical care solutions, AED sales and program management, CPR training, and a cloud-based EMS billing and business intelligence platform. Sarnova is a portfolio company of Patricia Industries/Investor AB.

📋 Description

• Lead, mentor, and develop Call Center Supervisors and their teams of Specialists • Provide direction and oversight for coaching, performance management, and employee engagement • Build and maintain a high-performance culture focused on service excellence and continuous improvement • Oversee workforce planning, hiring, onboarding, training, and succession planning • Direct day-to-day call center operations and ensure service levels, response times, quality scores, and productivity metrics are achieved • Monitor call volume, queue performance, and staffing models to optimize efficiency and resource allocation • Support Supervisors in resolving complex or sensitive patient escalations • Oversee scheduling, coverage planning, adherence, follow-up workflows, documentation, and resolution processes • Establish, track, and analyze KPIs including call volume, first-call resolution, quality scores, adherence, and turnaround times • Use data and reporting tools to identify trends, performance gaps, and improvement opportunities • Develop performance improvement plans and coaching strategies with Supervisors • Recognize high performance and address underperformance • Oversee quality assurance programs, call monitoring, audits, and documentation accuracy • Partner with Compliance and Training teams on education, risk mitigation, and process adherence • Evaluate workflows, systems, and procedures and implement scalable improvements • Drive initiatives that improve customer experience, reduce call volume drivers, and improve resolution rates • Monitor customer feedback and complaint trends and address service gaps • Promote a patient-first culture • Maintain audit readiness and ensure compliance with company policies, client requirements, regulatory standards, and HIPAA

🎯 Requirements

• 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 • HIPAA compliance knowledge and adherence to regulatory standards

🏖️ Benefits

• Competitive salary, commensurate with experience • Comprehensive benefits package • 401(k) Plan