Supervise daily agent activities to maintain high standards of service quality and customer value
Deliver training and coaching sessions with actionable insights and improvement strategies
Monitor and report key performance indicators including attendance, end-of-day summaries, and adherence to policies
Keep the client informed of critical program updates, challenges, and developments via communication channels such as email, calls, and meetings
Carry out additional supervisory duties as assigned
Track pending physician orders and Plans of Care to ensure timely processing for billing accuracy
Reach out to physician offices to confirm receipt of transmitted documents and request timely review, signature, and return
Resend physician orders by fax when needed and verify successful delivery with the provider
Confirm whether the designated Primary Care Physician remains responsible for the patient's ongoing care
Contact patients directly to collect current PCP details if existing information is incorrect or outdated
Escalate unresolved PCP verification issues or unresponsive patients to the onshore clinical team for resolution
Process incoming physician orders received via fax or verbal communication
Correctly link received faxed documents to the appropriate patient records
Ensure all physician order documentation is accurate, compliant, and followed up promptly to support continuous patient care and billing integrity

21K Signing Bonus

Oversees daily operations for all agents delivering high-quality and valued services
Conduct training and coaching, including insights and action plans to improve
Analyze and report on productivity and other metrics - such as attendance, end-of-day reports, and compliance with company protocols
Ensure that the client is updated on significant program activities, issues, and concerns through calls, emails, meetings, reports
Perform other supervisory tasks as required
Manage and track pending physician orders and Plan of Care documents to ensure timely completion for billing purposes
Contact physician offices to verify receipt of faxed forms and request prompt review, signature, and return of documents
Re-fax physician orders when necessary and confirm successful receipt with the provider’s office
Verify whether the listed Primary Care Physician (PCP) is still actively managing the patient’s care
Contact patients directly to obtain updated PCP information when current physician details are inaccurate or outdated
Escalate unresolved PCP verification issues or unreachable patients to the onshore clinical team for follow-up
Process incoming faxed physician orders and verbal orders
Accurately attach received faxed documents to the correct patient records
Maintain accuracy, compliance, and timely follow-up on all physician order documentation to support uninterrupted patient care and billing operations

ISTA Personnel Solutions is hiring a Team Lead | Healthcare Account | with 21K Signing Bonus