• Directly lead and develop a team of dispatchers and load planners • Build and enforce dispatch protocols • Own the daily ops board, ensuring all loads are covered • Triage and resolve operational escalations quickly • Own the weekly and daily load planning process • Serve as the operational leader for all CDL drivers • Track and actively manage driver productivity metrics • Coach dispatchers to proactively monitor HOS and ELD data • Own on-time performance as an operational KPI

• Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement. • Serve as a problem-solving resource and trainer for team members. • Ensures that the Team Leads perform required agent call monitoring on a monthly basis. • Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs. • Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts. • Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner. • Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability. • Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer. • Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services. • Provide required reports to clients on a monthly basis. To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.

• Lead project management across multiple concurrent initiatives with numerous moving parts, stakeholders, and contractors • Translate leadership's vision and priorities into clear action steps, timelines, and workplans • Monitor project progress and flag risks, blockers, or delays proactively • Support monitoring and evaluation efforts, tracking key milestones and outcomes • Facilitate ideation sessions and contribute solutions related to project and operational challenges • Create communications assets to share updates and progress with internal and external audiences • Develop polished decks, reports, and briefing materials for funders and stakeholders • Draft and maintain project documentation, including process guides, SOPs, and workflow summaries • Work closely with the Team Coordinator to manage vendor relationships, including contracts, procurement memos, and timesheet tracking • Coordinate schedules and meetings with team members, contractors, and external partners • Document processes being defined through ongoing projects and translate them into accessible, actionable steps for team members • Provide general operational support to reduce workload on leadership and the broader team

This is a remote position. The Staff Pad has partnered with one of Colorado’s largest accounts receivable management companies to hire a PFS Supervisor. Headquartered in Longmont, this industry leader works with organizations across all 50 states, providing expert support in managing revenue cycles. The PFS Supervisor plays a key role in transitioning new Patient Financial Services (PFS) employees from the training environment to their permanent roles and coaches PFS representatives’ performance on an ongoing basis to ensure the highest level of quality and expectations are achieved. This position ensures that employees have the training, tools, and support necessary to meet performance targets. Through quality assurance, coaching, and continuous skill development, the PFS Supervisor will monitor, evaluate, and enhance the quality of service provided by PFS representatives. *Remote Position working 12p-8:30pm MST* Responsibilities: · Manage and Support new hires as they transition from training to the PFS floor, providing consistent monitoring, audits, and feedback. · Conduct quality assurance monitoring of all PFS representatives to ensure quality standards are upheld. · Regularly monitor and assess the quality of inbound and/or outbound calls, focusing on member experience. · Report quality score results daily, weekly, and monthly, with insights into variances from target levels. · Act as a mentor and coach for new hires, team members, and supervisors, ensuring continuous support and development. · Conduct skills assessments, call reviews, and progress evaluations, creating development plans to meet quality performance goals. · Evaluate and refine quality assurance scorecard criteria, scoring, and criteria. · Maintain effective communication across all levels of leadership, agents, and peers to support quality goals, standards, and processes. · Manage and update PFS curriculum, Basecamp, and handbook to capture changing program requirements as needed. · Maintain administrative records such as attendance, observations, and trainee progression. · Participate in various sessions (e.g., calibration, employee communication) to ensure consistent quality standards across the department. Qualifications: · Minimum 2 to 5 years previous contact/call center experience, supervisory experience preferred · Extensive knowledge of PFS client requirements, client expectations, workflows and SLA’s · Intermediate knowledge of Epic, Artiva, FACS preferred · Excellent communication and interpersonal skills, with an ability to coach and provide constructive feedback · Ability to create an engaging and positive learning environment · Expert with Artiva system and multiple healthcare systems · Strong analytical skills to identify knowledge gaps and performance trends · Knowledge of Microsoft Office Suite (Word, Outlook, Excel etc.) · High School Degree/GED required, Associates or above and/or Training Certification preferred