Supervisor I – Call Center – Portsmouth, NH

Job Title: Supervisor I – Call Center

Location: Portsmouth, NH

Job Purpose:

The Supervisor I is responsible for overseeing daily processes, training team members and supporting their Operations Manager in achieving all HAP and client goals.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

▪ Schedule assignments for daily and monthly functions
▪ Monitor team to ensure work is kept current and metrics are met
▪ Run and analyze reports regarding department metrics
▪ Monitor assignments to ensure timely completion
▪ Inform management of problems before they affect productivity/AR/Cash
▪ Communicate and instruct staff regarding important information
▪ Train and mentor others in process and procedures
▪ Communicates professionally and effectively with clients, staff, vendors, etc.
▪ Inform Operations Manager of any personnel or work issues that arise

Additional Functions:

▪ Address staff issues when necessary
▪ Ensure staff members’ schedule is adhered to
▪ Perform monthly processes, transfers, etc. as assigned
▪ Communicate regularly to management, client service managers and client
▪ Assist Team to meet daily or monthly goals as needed
▪ Analyze reports to determine cause of changes in productivity and create action plans
▪ Follow standardized processes and procedures
▪ Facilitate and run team meetings, brainstorming and problem-solving sessions
▪ Perform staff work audits and contribute to staff 1 on 1 meetings
▪ Provide feedback to staff in a professional manner
▪ Take and pass all training courses assigned by HAP within given deadlines
▪ Monitor, adjust and approve any exceptions, PTO and timecard submissions
▪ Assist with special projects
▪ Other duties as assigned

Knowledge and Skills:

▪ Demonstrated proficiency in current HAP operations, billing software and vendor applications
▪ Proficient in Microsoft applications, including Word, Excel and Outlook
▪ Ability to understand and to teach others insurance concepts, including types of insurances, EOB’s
appeal requirements and processes
▪ Knowledge of the complete Revenue Cycle Process
▪ Knowledge of ICD and CPT codes
▪ Ability to understand and communicate regarding Key Performance Indicators
▪ Achieve deadlines under time constraints
▪ Assist others in organizational and prioritization skills
▪ Proven ability to teach and mentor staff
▪ Demonstrated leadership within the team and organization
▪ Ability to plan, organize and prioritize work independently, with Team or Manager feedback
▪ Ability to teach others in understanding maintaining compliance with HIPAA privacy requirements

Education and Work Experience:

▪ High School Diploma or GED required
▪ Demonstrates proficiency in all aspects of the team responsibilities

Physical and Emotional Requirements:

▪ Ability to meet HAP’s attendance standards
▪ Ability to sit for long periods of time while focusing on work
▪ Ability to maintain calm demeanor and project a positive attitude
▪ Project and maintain professional demeanor
▪ Ability to handle stress appropriately
▪ Ability to work at office location

The preceding job description has been designed to indicate the general nature and level of work performed
by employees within this classification. It is not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Interested candidates may send their resume to careers@hapusa.com.