Supervisor, Contact Center

at  Ventra Health Inc

About Us:

• Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, and now radiology, through the recent combining of forces with Advocate RCM. Focused on Revenue Cycle Management and Advisory services, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

Job Summary:

• The Customer Service Supervisor is responsible for the for supervising the daily operations of the Customer Service Department

Essential Functions and Tasks:

• Supervises, conducts performance appraisals, makes employment and discipline recommendations, and coordinates work assignments
• Tracks, maintains, and monitors employee metrics
• Resolves escalated issues within the customer service and call center departments
• Tracks trends to monitor opportunities for enhancements, innovative solutions, and continuous process improvements
• Performs special projects and other duties as assigned

Education and Experience Requirements:

• High School Diploma or GED
• Bachelor’s degree in Business, Benefits, or related field
• Five (5) years of experience handling patient health information and/or medical records preferred
• Six (6) months of supervisory/management experience preferred

Knowledge, Skills, and Abilities:

• Knowledge of medical terminology, anatomy and physiology, legal aspects of health information
• Knowledge of EMRs (electronic medical records)
• Strong supervisory/management skills
• Strong customer service skills
• Strong oral, written, and interpersonal communication skills
• Strong word processing, spreadsheet, database, and presentation software skills
• Strong time management skills
• Strong critical thinking skills
• Strong organizational skills
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals
• Ability to handle and resolve escalated calls and correspondence
• Ability to understand, analyze, interpret, and explain complex documents
• Ability to work in a team environment
• Ability to adhere to standards and quality guidelines
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner

• Supervises, conducts performance appraisals, makes employment and discipline recommendations, and coordinates work assignments
• Tracks, maintains, and monitors employee metrics
• Resolves escalated issues within the customer service and call center departments
• Tracks trends to monitor opportunities for enhancements, innovative solutions, and continuous process improvements
• Performs special projects and other duties as assigne