Patient Account Resolution Supervisor

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare.

We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable.

With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations.

Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit

Summary :

Our Call Center Supervisors oversee and develop teams of agents in the Recovery Call Center. Call Center Supervisors help ensure that the goals and work standards of the Recovery department are met through exemplary behavior and coaching.

This position will have the ability to be hybrid following training onsite in Huntsville, AL.

Duties and Responsibilities :

Effectively execute the vision, mission, and objectives of the call center.

Meet or exceed department key performance indicators (KPIs).

Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement

Provide effective, timely two-way feedback to motivate high performance and a productive environment.

Monitor the daily performance of PAR Specialists.

Monitor and track the attendance of direct reports.

Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.

Provide escalated call support to PAR Specialists.

Conduct monthly one-on-ones with team members to identify areas of improvement.

Conduct annual reviews with team members to evaluate performance and set yearly goals.

Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.

Draft and apply disciplinary actions in collaboration with management and Human Resources.

Identifies opportunities for improvement in relation to work processes and procedures.

Manage team work flow and performance in order to meet goals and service level requirements as set by management.

Evaluate calls via Voizetrail for direct reports

Effectively operate dialer phone system with minimal supervision

Conduct daily morning huddles for call center on rotational schedule

PIR and Incident management to ensure proper timely resolution for patients and clients

Assist with new employee training when needed.

Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.

Create, update, and maintain procedures as needed.

Work rotational weekend, on-call inclement weather or after-hours shifts as needed.

Other tasks as assigned.

Education and Prior experience :

GED or High School Diploma

3+ years prior leadership experience, some or all of which took place in a call center environment

Working Conditions :

This position is located in an office environment and requires the following physical abilities :

Performing work at a stationary work station for 8 hours

Interacting with a desktop computer or laptop

Ability to enter data into systems using a keyboard

Ability to communicate clearly with patients over a telephone system

Ability to listen to patients and accurately interpret their communication

Ability to work at a pace that allows the employee to meet the standard goals as set forth by management