[Hiring] Resident Billing Call Center Supervisor @Sunrise Senior Living

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Role Description

The Resident Billing Call Center Supervisor manages operations of the call center dedicated to resident billing inquiries and manages a team of Call Center Agents. Responsibilities include:

  • Scheduling and ensuring adequate staffing during all advertised hours of operation (seven days a week, 8 AM Eastern to 11 PM Eastern).
  • Hiring, performance management, training, process improvement, real-time call monitoring, and handling escalated calls.
  • Creating, implementing, and managing KPIs to maintain high service levels and deliver quality support to residents and families.
  • Serving as a subject matter expert on all resident billing processes.

This position is fully remote but may occasionally require travel to our Corporate office.

Qualifications

  • Bachelor’s degree in business administration, healthcare management or a related field preferred.
  • At least five years of call center or customer service experience, with at least one year in a supervisory or lead role.
  • Proven ability to manage schedules, coach team members and meet service level targets.
  • Experience with call center management software and the ability to interpret performance reports.
  • Familiarity with healthcare or senior living billing terminology and processes.
  • Ability to work flexible hours and be available for emergencies or high volume periods.
  • Ability to analyze data in MS Excel, using advanced features such as formulas, pivot tables & macros.
  • Ability to speak Canadian French, Chinese or Spanish is a plus.

Requirements

  • Strategic planning and workforce management: Forecast call volumes and manage workforce scheduling to achieve service level targets and minimize abandonment rates.
  • Hiring and talent development: Recruit, hire and train call center agents; establish clear performance goals based on call center metrics.
  • Operational oversight: Ensure call center coverage during all hours of operation; manage schedules and create contingency plans.
  • Quality assurance: Monitor calls and emails for quality and compliance; implement coaching programs and maintain high customer satisfaction scores.
  • Budget and technology management: Develop and manage the call center budget; evaluate and implement call center technologies.
  • Cross department collaboration: Work with Area Billing Coordinators and other departments to ensure consistent policies and effective resolution of resident billing issues.
  • Escalation management: Serve as the final escalation point for unresolved calls or complex questions.

Benefits

  • Medical, Dental, Vision, Life, and Disability Plans
  • Retirement Savings Plans
  • Employee Assistant Program / Discount Program
  • Paid time off (PTO), sick time, and holiday pay
  • myFlexPay offered to get paid within hours of a shift
  • Tuition Reimbursement
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