Call Center Quality Supervisor, Patient Services

POSITION SUMMARY

 

Manage a team dedicated to executing Natera’s billing strategy. This highly important function will lead our efforts to collect payments for our services from third-party payers and assist the Sales Team. The Supervisor is responsible for coaching, developing, motivating, and leading the quality specialist team.

 

PRIMARY RESPONSIBILITIES

 

• Effectively develops, monitors, coaches, and manages staff, ensuring the development of employees through orientation, training, establishing objectives, communication of rules, and constructive discipline.

• Promotes a positive working environment through role modeling, team development, respect, fairness, and consistency.

• Assists with feedback for hiring, discipline, and performance evaluations.

• Responsible for monitoring , QA, and providing feedback for the following activities: 

  • Inbound and outbound calls

  • Emails and faxes.

  • Live support chats.

• Oversees the process of ensuring coverage for employee vacation and sick calls.

• Provides backup for scheduling as needed.

• Provides department orientation for all direct reports and coordinates training per job description.

• Assures that ongoing training is provided for established employees.

• Liaison with internal departments to promote ongoing communication and ensure accuracy.