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Mid LevelFull-timeGoRESTAI
About the Role
We are seeking a Documentation Supervisor to oversee daily operations of 8-12 virtual and in-office Documentation Specialists. This position is 100% onsite in Austin, Texas with eight-hour shifts Monday through Friday.
Key Responsibilities
- →Supervise team daily activities to ensure compliance with company policies, HIPAA, and department procedures
- →Recruit and onboard new employees in collaboration with People Team and cross-department leaders
- →Review and approve time records, ensuring schedule and attendance adherence
- →Handle employee discipline and termination processes according to company policy
- →Monitor and evaluate employee performance with continuous feedback, coaching, and development
- →Conduct performance reviews and facilitate team meetings and one-on-one discussions
- →Participate in process improvement initiatives including workflow modifications and SOP development
- →Monitor calls and documentation for adherence to performance and compliance standards
- →Analyze call data to identify performance gaps and trends, implementing solutions
- →Generate performance scorecards for weekly, monthly, and quarterly review
- →Partner with department leaders and Workforce Management to forecast volumes and scheduling needs
Requirements
- ✓High School Diploma
- ✓3-5 years experience in a call center environment with 1 year supervisory experience
- ✓Must be able to work onsite from the Austin, Texas office
- ✓Knowledge of call center metrics and workforce management
- ✓Ability to motivate teams, cultivate positive culture, and lead through change
- ✓Ability to work in fast-paced environments and adapt quickly to change
- ✓Excellent verbal and written communication skills
- ✓Ability to interpret data, make informed decisions, and identify trends
- ✓Proficiency with call center technology and reporting tools
- ✓Strong organizational skills and attention to detail
- ✓Excellent problem-solving skills
Benefits
- ★Flexible work schedules available for many roles
- ★Health, dental and vision insurance paid up to 80% for employees
- ★21 days of PTO in first year
- ★Two paid volunteer days and 11 paid holidays
- ★12 weeks paid parental leave for all new parents
- ★Six weeks paid sabbatical after six years of service
- ★Educational Assistant Program and Clinical Employee Reimbursement Program
- ★401(k) with up to 4% match
- ★Stock options
