Call Center Supervisor - Digitech - Remote

Sarnova HC, LLC • Dublin, OH • 4h ago

Sarnova HC, LLC

Position Title: Call Center Supervisor - Digitech - Remote

Job Description

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.

Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.

Summary:

The Call Center Supervisor is responsible for leading, coaching, and supporting a team of Call Center Specialists and Senior Call Center Specialists within a fully remote, high-volume call center environment. This role ensures the delivery of high-quality patient service while meeting productivity, quality, compliance, and turnaround time expectations.

The Supervisor plays a critical role in real-time operations, handling escalated patient issues, monitoring team performance, providing ongoing feedback and development, and partnering with leadership to drive continuous improvement. Success in this role requires strong leadership skills, sound judgment, and the ability to balance team support with operational accountability.

Essential Duties and Responsibilities:

Directly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day-to-day guidance, coaching, and performance oversight

Monitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are met

Handle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolution

Serve as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision-making

Conduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coaching

Support onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectations

Track individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround times

Partner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performance

Ensure consistent adherence to HIPAA regulations, company policies, client-specific requirements, and compliance standards

Communicate updates, process changes, and client requirements clearly and consistently to the team

Identify trends, recurring issues, or process inefficiencies and escalate recommendations for improvement

Foster a positive, collaborative team culture that supports engagement, accountability, and continuous improvement

Assist with scheduling, attendance tracking, and coverage planning in a remote environment

Maintain accurate documentation related to coaching, performance discussions, and employee development

Additional supervisory or operational duties as assigned

Skills/Experience Required:

Education: High School Diploma or Equivalent required; Associate's or Bachelor's degree preferred

Minimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments

2+ years of experience in a leadership, lead, or supervisory role strongly preferred

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