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 performance.

Highest-signal resume keywords

Team LeadershipPerformance ManagementHealthcare AdministrationCustomer ServiceCompliance Standards

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Medical TerminologyPatient BillingHealthcare InsuranceData EntryPerformance AppraisalsSchedulingCoachingInterviewingAdministrative TasksQuality Assurance

Soft Skills

Strong Organization SkillsArticulate CommunicationAttention to DetailProblem-SolvingMultitasking

Tools & Technologies

MS-WordMS-ExcelMS-PowerPointMS-OutlookArtiva HealthCareFACS

Industry Keywords

FDCPAFCRAHIPAAACA 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 scheduling, attendance, workflow, personnel, and disciplinary matters
Act as supervisory backup for department personnel
Update and maintain department-specific training materials
Distribute policy, protocol, and information changes to relevant staff
Suggest and implement improvements to team and department performance
Interview and screen applicants for department positions
Create and conduct formal performance appraisals
Complete reporting and administrative tasks
Lead or participate in meetings regarding team and department issues
Make and answer escalated client calls to resolve billing and payment issues
Ensure correspondence is handled accurately, timely, and according to protocol
Maintain internal and external compliance and personnel incident logs
Liaise with clients regarding information requests and issues
Complete special projects and assigned work
Participate in resolving client issues and nonconformities
Adhere to FDCPA, FCRA, HIPAA, applicable laws, ACA Code of Ethics, and company policies
Assist department personnel when necessary
Ensure staff activities meet company quality, compliance, and client-specific standards
Use company and client information systems to achieve results

Requirements

What you’ll need

2+ years experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was a 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 in a timely manner
Experience with Artiva HealthCare and/or FACS is a plus
Ability to work successfully in a fast-paced, deadline-oriented environment
Strong organization skills
Ability to work on multiple tasks simultaneously
Articulate written and verbal communication skills
Focus upon customer service and deliverables
Significant attention to detail
Remote workers must be based in the United States and reside in AZ, NV, ID, MT, OH, TX, OK, KS, LA, AR, MO, IL, IA, MN, WI, MI, IN, KY, TN, MS, AL, GA, FL, NC, SC, PA, MD, or NM
All offers of employment are contingent upon successful completion of all post offer processing

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
401K 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