Job Description

Job Brief:

The Operations Supervisor is responsible for leading and supporting operational teams to ensure work is completed accurately, efficiently, and within established service level expectations in support of the Revenue Cycle Management (RCM) process. This position may operate in a hybrid environment and oversee both Voice and Non-Voice Lines of Business (LOBs).

The client currently supports multiple RCM functions, including Benefits Investigation (Insurance Verification), Prior Authorization, Document Coordination, Document Intake, Accounts Receivable (AR), Billing, and New Patient Intake. This role will initially serve as a dedicated Supervisor supporting the New Patient Intake Voice Team. In this capacity, the Supervisor will oversee daily operations, provide coaching and performance management, ensure service excellence, and drive operational results for a patient-facing intake environment.

As business needs evolve, the role is expected to expand into a blended operational leadership position supporting multiple LOBs across the organization. The Supervisor will be responsible for managing team performance, monitoring productivity and quality metrics, ensuring compliance with client and organizational requirements, and maintaining efficient day-to-day operations.

The Operations Supervisor will collaborate closely with Training, Quality Assurance, Operations Leadership, Workforce Management, and Client stakeholders to ensure process alignment, operational effectiveness, and a consistent delivery of high-quality service. The role will also serve as a Subject Matter Expert (SME) for assigned processes, supporting onboarding, cross-training, upskilling initiatives, and continuous process improvement efforts.

Success in this role requires strong leadership capabilities, sound operational judgment, and a deep understanding of healthcare and revenue cycle processes. The ideal candidate will demonstrate the ability to develop and motivate teams, drive accountability, identify improvement opportunities, and consistently achieve performance objectives related to quality, productivity, customer experience, and compliance.

Job Duties and Responsibilities:

Leadership & Team Management

• Supervise and support a team of Voice and/or Non-Voice agents to ensure performance goals and service expectations are consistently achieved.
• Provide daily coaching, feedback, and performance management to improve employee engagement, quality, productivity, and overall effectiveness.
• Conduct regular one-on-one meetings, team huddles, and performance reviews.
• Monitor adherence, attendance, schedule compliance, and workforce utilization.
• Foster a positive, collaborative, and accountable team environment.
• Recognize top performers and address performance concerns through coaching and development plans.
• Attend Meetings, Business Reviews and any applicable activities.

Operations Management

• Oversee daily operations of the assigned Lines of Business (LOBs), beginning with New Patient Intake and expanding to other RCM functions as business needs require.
• Ensure workloads are appropriately managed and completed within established Service Level Agreements (SLAs).
• Monitor operational metrics and identify opportunities to improve efficiency, accuracy, and customer experience.
• Collaborate with Workforce Management and Operations Leadership to address staffing, capacity, and scheduling requirements.
• Escalate operational risks, client concerns, and process issues in a timely manner.

Quality & Compliance

• Ensure team compliance with client requirements, company policies, HIPAA regulations, and healthcare industry standards.
• Monitor quality performance through call audits, account reviews, and transaction evaluations.
• Partner with Quality Assurance teams to address quality gaps and implement corrective actions.
• Maintain a strong focus on process accuracy, documentation standards, and audit readiness.

Client & Stakeholder Management

• Serve as the primary point of contact for escalations and operational inquiries related to assigned teams.
• Partner with Client stakeholders, Training, Quality Assurance, and Operations teams to support business objectives and process alignment.
• Participate in client meetings, business reviews, and operational discussions when needed.
• Communicate updates, changes, and process enhancements effectively to team members.

Training & Process Improvement

• Act as a Subject Matter Expert (SME) for assigned workflows and processes.
• Support new hire onboarding, nesting, cross-training, and upskilling initiatives.
• Identify process gaps, workflow inefficiencies, and training opportunities.
• Recommend and implement continuous improvement initiatives to drive operational excellence.
• Assist in the development and maintenance of process documentation, standard operating procedures (SOPs), and training materials.

Reporting & Performance Monitoring

• Monitor and analyze team performance using operational dashboards and reporting tools.
• Track and report key metrics, including productivity, quality, SLAs, conversion rates, attendance, and customer experience indicators.
• Develop action plans to address performance gaps and improve operational results.
• Prepare and deliver performance updates to management and client stakeholders as required.

Required Qualifications

• Bachelor's Degree in Business Administration, Healthcare Administration, Management, or a related field, or equivalent work experience.
• Minimum of 3 years of supervisory or team leadership experience in a BPO, healthcare, revenue cycle management, or call center environment.
• Experience managing Voice operations and customer-facing teams.
• Experience managing Non-Voice operations and non-customer-facing teams.
• Strong leadership, coaching, conflict resolution, and employee development skills.
• Excellent communication, presentation, and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Experience working with performance metrics, quality monitoring, and operational reporting.
• Working knowledge of HIPAA requirements and healthcare compliance standards.

Preferred Qualifications

• Previous experience supporting DME/HME (Durable Medical Equipment/Home Medical Equipment) operations.
• Experience in Revenue Cycle Management (RCM) functions, including:
• Experience using Brightree or similar healthcare management platforms.
• Knowledge of Medicare, Medicaid, and Commercial Insurance processes.
• Experience managing both Voice and Non-Voice healthcare operations.
• Prior experience serving as a Subject Matter Expert (SME), Trainer, Team Lead, or Operations Supervisor within a healthcare accounts environment.
• Proven success in driving process improvements, productivity enhancements, and quality initiatives.
• Experience interacting directly with clients and participating in business reviews and operational planning discussions.

Ideal Candidate Profile

We are seeking a hands-on, well experienced, and seasoned Operations Supervisor with strong people leadership skills and a passion for developing teams. The ideal candidate possesses healthcare operations experience, thrives in a fast-paced environment, and can effectively balance client expectations, operational performance, employee development, and compliance requirements while driving a culture of accountability and continuous improvement.

Language Skills 

Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.