• Lead the Call Center Operations & Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists • Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control • Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution • Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching • Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs) • Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization • Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards • Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency • Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA • Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow • Implement and monitor payment plan programs and patient outreach initiatives • Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked • Analyze account activity trends to identify root causes and design corrective strategies • Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies • Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements • Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified • Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities

***Do you want to be a part the team that ensures world class triage to our clients and patients? ***We are looking for exceptional, intelligent, and quality centered call center shift supervisor who wants to oversee all aspects of operations management and care for each and every patient encounter on a shift! ***If this describes you, apply now to join our team! Shift times - 10 hour shifts - 10p-8a CST - Days: rotation of 4 days on and then 4 days off Overview: This is a fantastic opportunity to be a key influencer in a rapidly growing, patient-focused business. We are actively recruiting a talented Contact Center Shift Supervisor to join our team of energetic, compassionate professionals. We are seeking someone with a passion for customer service, process improvement, and a desire to help improve the lives of our nursing staff through supportive and effective shift management. The Contact Center Shift Supervisor will provide direct support to the front-line staff fielding calls and ensure that the right people are in the right place at the right time. The role reports to the Director of Clinical Operations. This is a full-time, hourly remote position. IntellaTriage’s mission is to act as an extension of each client by using a tailored approach to deliver compassionate, around-the-clock care through the clinical expertise of our virtual Registered Nurses. Bottom line – we want to ensure our providers’ patients can receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders’ benefit. We provide our customers’ patients with the comforting and medically appropriate guidance they need during the most trying times. We help our customers’ nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customers’ bottom line by reducing overall cost to deliver after-hours care. What you’ll do: The Contact Center Shift Supervisor will be responsible for managing day to day operational performance of the business and be able to effectively manage agent performance and customer service. Provide motivation and timely communication to a team of 50+ nurses that are on shift to ensure service levels are met and protocols are known. - Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics. - Assign and manage phone queues to appropriate agents at the beginning of each shift. - Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur. - Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks. - Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support. - Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms. - Properly maintain the incident log with staff issues, client complaints, and IT issues. - Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely. - Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc. - Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends. - Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand. - Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.

• Managing day to day operational performance of the business. • Effectively manage agent performance and customer service. • Provide motivation and timely communication to a team of 50+ nurses that are on shift. • Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics. • Assign and manage phone queues to appropriate agents at the beginning of each shift. • Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur. • Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks. • Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support. • Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms. • Properly maintain the incident log with staff issues, client complaints, and IT issues. • Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely. • Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc. • Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends. • Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand. • Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.

Role Description The Triage RN is responsible for assessing patient needs over the phone, providing medical advice, and directing patients to appropriate care based on their symptoms. This role involves critical thinking, excellent communication skills, and a compassionate approach to patient care. Qualifications - Bachelor of Science in Nursing (BSN) preferred; Associate Degree in Nursing (ADN) considered. - ACLS (Advanced Cardiovascular Life Support) certification preferred. - Current RN license in the state. - Association accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date. - Strong communication and interpersonal skills. - Ability to work independently and make informed decisions. - Proficiency in electronic medical record systems. - Excellent organizational and multitasking abilities. - Minimum of 2 years of clinical nursing experience, preferably in emergency or ambulatory care settings. Requirements - Assess and prioritize patients' health concerns through phone consults. - Provide medical advice and education to patients based on clinical guidelines. - Direct patients to appropriate care settings, such as urgent care or emergency services. - Document patient interactions and treatment plans in electronic medical records. - Collaborate with healthcare providers to ensure continuity of care. - Manage follow-up calls to evaluate patient outcomes and adherence to treatment. - Maintain up-to-date knowledge of clinical guidelines and protocols. - Handle emergency situations by initiating appropriate interventions. - Educate patients on symptom management and preventive care. - Facilitate prescription refills and manage medication inquiries. - Identify high-risk patients and expedite care needs accordingly. - Participate in quality improvement initiatives to enhance patient care. - Provide support and guidance to less experienced nursing staff. - Ensure compliance with healthcare regulations and patient confidentiality. - Engage in ongoing professional development and education. Benefits - All new hires are required to attend a mandatory three-day orientation at Weeks Medical Center in Lancaster, NH. - This orientation provides essential training, compliance information, and an introduction to our organizational culture to ensure a smooth and successful transition into your role. - Attendance on all three days is required for onboarding completion. - If Weeks Medical Center is not your designated home base, you will be eligible for travel reimbursement in accordance with our standard travel policy.