Call Center Supervisor - Digitech - Remote

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.SummaryThe 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 ResponsibilitiesDirectly supervise and support a team of Call Center Specialists and Senior Call Center Specialists, providing day‑to‑day guidance, coaching, and performance oversightMonitor queue activity, staffing coverage, and workloads to ensure service levels, response times, and productivity targets are metHandle or oversee escalated patient calls, including complex or sensitive billing issues requiring advanced customer service and problem resolutionServe as a point of escalation for team members, assisting with complex account research, policy interpretation, and decision‑makingConduct regular call monitoring, quality reviews, and documentation audits; provide timely, constructive feedback and coachingSupport onboarding and training of new hires, including reinforcement of workflows, systems, compliance standards, and customer service expectationsTrack individual and team performance metrics, including call volumes, quality scores, adherence, and turnaround timesPartner with Call Center leadership to address performance gaps, implement corrective action plans, and recognize high performanceEnsure consistent adherence to HIPAA regulations, company policies, client‑specific requirements, and compliance standardsCommunicate updates, process changes, and client requirements clearly and consistently to the teamIdentify trends, recurring issues, or process inefficiencies and escalate recommendations for improvementFoster a positive, collaborative team culture that supports engagement, accountability, and continuous improvementAssist with scheduling, attendance tracking, and coverage planning in a remote environmentMaintain accurate documentation related to coaching, performance discussions, and employee developmentAdditional supervisory or operational duties as assignedSkills/Experience RequiredEducation: High School Diploma or Equivalent required; Associate’s or Bachelor’s degree preferredMinimum 5+ years of call center or customer service experience, preferably in healthcare or billing environments2+ years of experience in a leadership, lead, or supervisory role strongly preferredPrior experience managing escalations and coaching team membersPrior experience handling escalated or complex customer interactions strongly preferredBilingual (English/Spanish) preferredStrong understanding of call center operations, performance metrics, and quality standardsHealthcare billing and insurance knowledge strongly preferredProficiency in Microsoft Office applications (Outlook, Word, Excel) and call center systemsAbility to analyze performance data and translate insights into coaching and action plansExcellent communication and interpersonal skills, with the ability to lead difficult conversations professionally and constructivelyProven ability to remain calm and decisive in high‑pressure, fast‑paced environmentsStrong problem‑solving and conflict‑resolution skillsHighly organized with the ability to manage multiple priorities and deadlinesReliable, punctual, and dependable with strong accountabilityAbility to lead and support a remote team while maintaining engagement and performance standardsAbility to independently manage all aspects of the job role including required goals and business practices in a remote environmentSarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.#digitech