The Role
The Virtual Operations Supervisor oversees a remote team managing intake and records workflows, ensuring quality, stability, and effective communication while resolving issues and training agents in real-time.
Summary Generated by Built In
Role Summary
Responsibilities
Lead real-time day-to-day operations for a fully remote agent team supporting high-volume, detail-sensitive intake and records workflows. You’ll run the “virtual floor” by keeping coverage stable, quality high, and communication tight—while stepping into frontline work when needed.
- Provide real-time oversight via Teams/chat/email/phone; answer agent questions and remove blockers fast.
- Enforce workflows, templates, and documentation standards; catch and correct errors same day.
- Perform live QA sampling throughout the day and deliver on-the-spot coaching with follow-up verification.
- Monitor volume and throughput; reprioritize work and rebalance coverage to prevent backlogs.
- Manage escalations: raise urgent issues quickly, document outcomes, and keep leadership updated proactively.
- Maintain systems/process fluency (virtual desktop + intake/records platform + templated documentation tools); drive adoption of changes.
- Track attendance and coordinate breaks/handoffs to maintain uninterrupted coverage.
- Experience supervising remote or distributed teams in high-volume, detail-heavy operations.
- English fluency required (near-native written and verbal communication).
- Strong real-time communication and operational judgment; reliable, responsive presence during coverage hours.
- Proven QA + coaching/performance management capability; comfortable as a player-coach.
- High attention to detail and ability to multitask across parallel workflows.
- Healthcare operations/medical records/patient intake experience strongly preferred; comfort with medical terminology and clinical context.
- Remote-work readiness (professional workspace and dependable connectivity).
High first-pass accuracy, fewer repeat errors, stable coverage with minimal disruption, fast issue resolution, and leadership receiving clear updates without chasing.
Skills Required
- Experience supervising remote or distributed teams in operations
- Fluency in English (written and verbal)
- Proven QA and coaching capability
- Healthcare operations experience preferred
- Remote-work readiness
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The Company
What We Do
Janie automates dental operations across scheduling, patient communication, recall, insurance verification, and RCM. By eliminating missed calls and manual workflows, we help practices capture more revenue and free office teams to focus on patient care. We're hiring!
