Balance Health

Call Center Representative

• Provide leadership, support, and motivation to call center agents.
• Monitor real-time statistics and provide timely updates.
• Offer coaching, feedback, and guidance to improve performance.
• Ensure compliance with call center protocols and procedures.
• Identify skill gaps and implement effective training programs.
• Handle escalated calls and provide resolution support.
• Optimize workflows and maintain team morale.
• Set and track performance targets using key metrics (e.g., call abandonment, wait times).
• Prepare and present weekly/monthly performance reports.
• Collaborate with other departments to foster teamwork.
• Manage staff scheduling and attendance.
• Participate in hiring, training, and onboarding processes.
• Attend meetings and contribute to strategic planning.

Call Center Supervisor

Network Operations

• Lead the design, implementation, and maintenance of healthcare contract management processes.
• Ensure accuracy, compliance, and operational efficiency.
• Design, implement, and maintain a centralized contract management repository and execution workflow.
• Review, redline, and summarize agreements for consistency with organizational standards.
• Collaborate with operations and finance teams on rate and language strategy.
• Partner with credentialing and network enrollment teams to streamline provider onboarding and approvals.
• Identify opportunities for process improvement and assist in developing metrics and reports to track contract activity.

Senior Contracts & Network Operations Analyst

Operations

• Develop and implement strategic plans to enhance practice efficiencies, growth, and alignment with business goals.
• Manage daily operations across clinics to ensure high standards of patient care, service delivery, and overall operational efficiency.
• Build strong relationships with physicians, leadership, and staff to foster collaboration, enhance patient experience, and improve patient access.
• Oversee P&L and budgets while optimizing resource allocation, and driving financial performance to support the financial health of the practices.
• Lead initiatives to elevate patient care standards and improve operational practices through continuous improvement processes.
• Ensure practices comply with all relevant healthcare regulations, accreditation standards, and internal policies.
• Successfully motivate and lead diverse clinical and administrative teams, promoting professional development, and fostering a positive work culture.
• Demonstrate a collaborative demeanor as working closely with team members and other departments is needed to ensure ongoing smooth operations.
• Further supports practice functions by assessing and presenting issues and concerns timely as well as providing recommendations for ongoing improvements.

Call Center Supervisor

Senior Contracts & Network Operations Analyst

Regional VP, Operations