Customer Service Call Center Supervisor
Ascension Health Services - Los Angeles, CA

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If you are looking for a rewarding career, we offer opportunities for medical billers, coders, trainers, customer service professionals, information technology staff, finance professionals, sales and marketing executives and much more.

JOB SUMMARY:

This position requires a person who has extensive experience in managing 3rd party collections activities in a high volume, fast-paced call center environment. The right candidates for these positions will have a history of being hands on leaders when it comes to the training, development, and quality auditing of their collections staff, and will be able to speak about their ability to motivate their collections team to meet and/or exceed their personal, client-driven, and company goals.

JOB SPECIFICATIONS:

Responsibilities include, but are not limited to: Coaching through side by side call monitoring with real time feedback and weekly call reviews. Assist collectors in any 2nd talk offs they need to ensure account will be paid off. Ensuring team goals are in line with collection floor rules and department procedures. Review individual goals with each associate and give positive feedback/opportunities for improvement. Track goals and produce weekly reports, conduct meetings, and distribute daily collections results. Maintain working knowledge of all policies, procedures, and programs. Ensure all team members are trained properly and conduct monthly refresher trainings. Maintain professional demeanor, timely attendance, and proper follow up of work assignments and projects. Develop contests and incentives to motivate the collections team. Collaborate and make recommendations on policies and internal controls with the Manager and Director of the department

QUALIFICATIONS:

2 - 3 years of collections experience in a call center environment required. At least 1 year of experience supervising customer service or collections representatives. A self-starter with great attention to detail. Organization and time management skills. Strong work ethic and ability to handle confidential materials. Strong ability to communicate including great negotiation and persuasion skills. Ability to multi-task in a fast paced environment. Must be familiar with MS Windows and MS Office (Word and Excel primarily). High school diploma or equivalent education is required.

HOURS:

Full-time

We provide Revenue Cycle Management and business and clinical intelligence solutions that have demonstrated repeated success in boosting financial and clinical performance and workflow efficiency for healthcare organizations of all sizes.