EO, Patient Account Resolution Supervisor

Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.

Summary:
Patient Account Resolution (PAR) Supervisors are responsible for an assigned subset of clients within the Recovery department as well as developing teams of 10 + agents in the Call Center. Call Center Supervisors help ensure that the goals and work standards of the Recovery department are met.

Duties and Responsibilities:

• Manage and oversee assigned subset of Recovery clients to meet client objectives.

• Manage a team of 10+ agents.

• Effectively execute the vision, mission, and objectives of the call center.

• Meet or exceed department key performance indicators (KPIs) to meet assigned clients’ objectives.

• Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement.

• Provide effective, timely two-way feedback to motivate high performance and a productive environment.

• Monitor the daily performance of PAR Specialists.

• Monitor and track the time & attendance of direct reports.

• Provide coaching and counseling to include progressive discipline up to and including termination.

• Write and execute performance reviews and IPs as necessary.

• Recommend terminations as appropriate according to policy.

• Facilitate new hire and promotion interviews as well as providing recommendation for advancement.

• Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.

• Provide escalated call support to PAR Specialists.

• Conduct monthly one-on-ones with team members to identify areas of improvement.

• Conduct annual reviews with team members to evaluate performance and set yearly goals.

• Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.

• Draft and apply disciplinary actions in collaboration with management and Human Resources.

• Identifies opportunities for improvement in relation to work processes and procedures.

• Manage teamwork flow and performance to meet goals and service level requirements as set by management.

• Evaluate calls via Voizetrail for direct reports.

• Effectively operate dialer phone system with minimal supervision

• Conduct daily morning huddles for call center on rotational schedule.

• PIR and Incident management to ensure proper timely resolution for patients and clients.

• Assist with new employee training when needed.

• Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.

• Create, update, and maintain procedures as needed.

• Work rotational weekend, on-call inclement weather or after-hours shifts as needed.

• Other tasks as assigned.

Work Experience, Education, and Certifications:

• 3+ years of experience in a call center environment, with a background in collections, sales, customer service, or technical support.

• 1+ year of supervisory experience, demonstrating strong leadership skills and the ability to manage, coach, and motivate teams to achieve performance goals.

• Minimum of 6 months of Early Out Call Center experience, or equivalent experience in another revenue cycle role.

• GED or High School Diploma required.

Working Conditions and Physical Requirements:

• Ability to move around the call center floor for up to 8 hours, ensuring smooth workflow and support for team members.

• Frequent use of a desktop computer or laptop for data entry, communication, and reporting.

• Ability to communicate clearly and professionally with patients over the phone system, ensuring effective resolution of inquiries and concerns.

• Strong listening skills to accurately interpret and address patient needs.

• Ability to interact with a mobile workstation to provide support to other specialists as needed, ensuring flexibility and coverage across the team.

Remote, Hybrid, or Onsite Role in Huntsville, AL.