EO, Patient Account Resolution Supervisor
About The Position
Duties and Responsibilities: Manage and oversee assigned subset of Recovery clients to meet client objectives. Manage a team of 10+ agents. Effectively execute the vision, mission, and objectives of the call center. Meet or exceed department key performance indicators (KPIs) to meet assigned clients' objectives. Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement. Provide effective, timely two-way feedback to motivate high performance and a productive environment. Monitor the daily performance of PAR Specialists. Monitor and track the time & attendance of direct reports. Provide coaching and counseling to include progressive discipline up to and including termination. Write and execute performance reviews and IPs as necessary. Recommend terminations as appropriate according to policy. Facilitate new hire and promotion interviews as well as providing recommendation for advancement. Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability. Provide escalated call support to PAR Specialists. Conduct monthly one-on-ones with team members to identify areas of improvement. Conduct annual reviews with team members to evaluate performance and set yearly goals. Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals. Draft and apply disciplinary actions in collaboration with management and Human Resources. Identifies opportunities for improvement in relation to work processes and procedures. Manage teamwork flow and performance to meet goals and service level requirements as set by management. Evaluate calls via Voizetrail for direct reports. Effectively operate dialer phone system with minimal supervision Conduct daily morning huddles for call center on rotational schedule. PIR and Incident management to ensure proper timely resolution for patients and clients. Assist with new employee training when needed. Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving. Create, update, and maintain procedures as needed. Work rotational weekend, on-call inclement weather or after-hours shifts as needed. Other tasks as assigned.
Responsibilities
- Manage and oversee assigned subset of Recovery clients to meet client objectives.
- Manage a team of 10+ agents.
- Effectively execute the vision, mission, and objectives of the call center.
- Meet or exceed department key performance indicators (KPIs) to meet assigned clients' objectives.
- Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement.
- Provide effective, timely two-way feedback to motivate high performance and a productive environment.
- Monitor the daily performance of PAR Specialists.
- Monitor and track the time & attendance of direct reports.
- Provide coaching and counseling to include progressive discipline up to and including termination.
- Write and execute performance reviews and IPs as necessary.
- Recommend terminations as appropriate according to policy.
- Facilitate new hire and promotion interviews as well as providing recommendation for advancement.
- Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.
- Provide escalated call support to PAR Specialists.
- Conduct monthly one-on-ones with team members to identify areas of improvement.
- Conduct annual reviews with team members to evaluate performance and set yearly goals.
- Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.
- Draft and apply disciplinary actions in collaboration with management and Human Resources.
- Identifies opportunities for improvement in relation to work processes and procedures.
- Manage teamwork flow and performance to meet goals and service level requirements as set by management.
- Evaluate calls via Voizetrail for direct reports.
- Effectively operate dialer phone system with minimal supervision
- Conduct daily morning huddles for call center on rotational schedule.
- PIR and Incident management to ensure proper timely resolution for patients and clients.
- Assist with new employee training when needed.
- Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.
- Create, update, and maintain procedures as needed.
- Work rotational weekend, on-call inclement weather or after-hours shifts as needed.
- Other tasks as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Administrative and Support Services
Education Level
No Education Listed
