Operations Supervisor

Key Responsibilities

• Monitor team performance and provide real-time coaching to ensure metrics and Service Level Agreements (SLAs) are met.

• Ensure all team members strictly follow HIPAA guidelines and other healthcare-related data privacy protocols.

• Review calls and transcripts to identify service gaps and implement corrective action plans.

• Prepare daily, weekly, and monthly performance reports for Operations Managers and clients.

• Handle escalated patient or provider concerns with empathy and professionalism.

Qualifications

• At least 2 years of experience in a BPO environment, with a minimum of 1 year in a leadership role (Team Lead or Supervisor).

• Prior experience handling Healthcare accounts (e.g., Medical Billing, Insurance Verification, Pharmacy Benefits, or Provider Services) is highly preferred.