Call Center Supervisor

State Collection Service, Inc.

. Manage the performance, workflow, activity, and service standards of Extended Business Office Customer Service Representatives .

Posted 10/13/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer service teams, ensuring compliance with healthcare regulations, and maintaining high service standards. Proficient in performance management, training, and effective communication to resolve client issues and enhance team productivity.

Highest-signal resume keywords

Team LeadershipPerformance ManagementHealthcare AdministrationCustomer ServiceCompliance Adherence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Medical TerminologyPatient BillingHealthcare InsuranceData EntryPerformance AppraisalsCoachingSchedulingReportingMS WordMS Excel

Soft Skills

Organizational SkillsArticulate CommunicationAttention to DetailProblem-SolvingMultitasking

Tools & Technologies

Artiva HealthCareFACSMS PowerPointMS OutlookInternet

Industry Keywords

FDCPAFCRAHIPAAACA’s Code of EthicsCustomer Service Standards

About the role

Key responsibilities & impact

Manage the performance, workflow, activity, and service standards of Extended Business Office Customer Service Representatives
Coach and train team and department personnel
Handle escalated patient and client issues
Ensure quality and compliance
Manage personnel matters, including disciplinary issues and performance appraisals
Monitor representative performance, activity, and quality
Manage team scheduling, attendance, and workflow
Provide supervisory backup for department personnel
Update and maintain department-specific training materials
Distribute policy, protocol, and information changes accurately and promptly
Suggest and implement ideas to improve team and department performance
Interview and screen applicants for department positions
Complete reporting and administrative tasks
Lead or participate in meetings regarding EBO team and department issues
Make and answer escalated client calls to resolve billing and payment issues
Ensure accurate and timely client and account-holder correspondence
Maintain internal and external compliance and personnel incident logs
Liaise with clients regarding information requests and issues
Complete special projects and assigned duties
Participate in resolving client issues and nonconformities
Assist department personnel when necessary
Ensure staff activities meet company quality, compliance, and client-specific protocol standards
Use company and client information systems to achieve results

Requirements

What you’ll need

2+ years of experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was part of daily duties
Knowledge/experience of medical terminology, patient billing, healthcare insurance and/or healthcare administration
Previous experience overseeing others, including performance management, disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training
Personal computing skills, including MS Word, MS Excel, MS PowerPoint, MS Outlook, Internet, and keyboarding
Ability to enter and update data on company and client systems accurately and timely
Experience with Artiva HealthCare and/or FACS is a plus
Ability to work successfully in a fast-paced, deadline-oriented environment
Strong organizational skills
Ability to work on multiple tasks simultaneously
Articulate written and verbal communication skills
Focus on customer service and deliverables
Significant attention to detail
Remote workers must be based in the United States and reside in one of the following states: Arizona, Nevada, Idaho, Montana, Ohio, Texas, Oklahoma, Kansas, Louisiana, Arkansas, Missouri, Illinois, Iowa, Minnesota, Wisconsin, Michigan, Indiana, Kentucky, Tennessee, Mississippi, Alabama, Georgia, Florida, North Carolina, South Carolina, Pennsylvania, Maryland, or New Mexico
Successful completion of all post-offer processing is required
Must adhere to FDCPA, FCRA, HIPAA, applicable laws, ACA’s Code of Ethics, and company policies

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
401(k) with employer match
HSA/Flexible spending accounts
Paid time off
7 paid holidays: Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
Family-friendly events
Wellness programs/gym reimbursement
All necessary equipment and technical support provided