Supervise team of Patient Contact Center Representatives and Clerks for both inbound and outbound activities.
Coordinate and counsel the staff to assure that departmental goals and objectives are being met in the most efficient, professional and legal manner regarding all contact with patients.
Properly control and bring difficult calls to resolution.
Work in conjunction with other departments to increase patient top box satisfaction as determined by external surveys.
Achieve meeting the average SLA requirements 90% of the time.
Achieve a 98% or greater average quality score.
Hold weekly call calibration meetings with leads to improve agent performance.
Achieve an average clean claim rate of ≥ 97% on first time insurance claims generated by patient contact.
Increase employee satisfaction as determined by internal surveys.
Work in conjunction with other departments to increase company Team Work and Service Delivery satisfaction as determined by internal surveys.
Conduct regular meetings with staff to review their progress, celebrate success, and address concerns.
Participate and assist in monthly training sessions.
Optimize net cash collections to meet company goals.
Perform supervisory tasks such as hiring new staff members, performance reviews, counseling problem employees, conflict resolution, terminations, approving time off, payroll, etc.
Be a role model within the department by exhibiting mature leadership qualities such as a positive outlook, confidentiality, respect and team spirit.
Coordinate with other departments to resolve billing problems.
Report departmental needs as it pertains to abandoned calls and attendance to manager.
Assist team members with questions concerning policies and procedures and issues with more complex accounts.
Understand payer EOBs and identify posting errors of payments and adjustments.
Provide feedback to department Manager of any issues affecting the team, including technical issues, policy issues, morale issues, or any areas of conflict within the team.
Maintain appropriate staffing levels according to budget.
High school diploma or GED
At least 3 years of experience in a call center environment
Previous supervisory experience minimum 2 years required.
Excellent written and oral communication skills.
Excellent interpersonal skills.
Ability to work well in a team environment
Professional attitude and demeanor
Self-starter and problem solver
Schumacher Group - 22 months ago