Manager, Client Srvcs Optigen

Lincare•Jacksonville, FL

11d

About The Position

This employee provides leadership for Account Coordinators in customer servicing. The role is responsible for meeting individual quality and productivity objectives, managing individual projects, and contributing to operational initiatives beyond the team’s responsibilities. The manager guides Account Coordinators, supports referral account management and sales team collaboration, oversees agent workload, and helps ensure the patient management program is efficient and supports business performance. The role also maintains team focus on current business goals, promotes professional and courteous service, implements performance-enhancing initiatives, oversees training, and coaches team members, including disciplinary actions in accordance with policy.

Requirements

Bachelor’s degree required.
Five years of customer service, call center, or related experience.
Five years of experience with Lincare or a similar health care business managing insurance qualifications and documentation for respiratory services.
Two years of inside phone sales or outside sales experience.
Demonstrated history of meeting performance objectives.
Proven leadership in coaching and developing effective teams.
Successful completion of all training requirements.
Ability to work independently.
Detail-oriented with excellent organizational skills.
Ability to communicate independently with personable and effective writing and speaking.
Understanding of Lincare or similar company services and business systems.
Knowledge of payor guidelines and insurance billing.
Excellent verbal communication skills.

Nice To Haves

Supervisor position experience preferred.

Responsibilities

Provide guidance and leadership to Account Coordinators and assist with referral account management and sales team collaboration.
Help oversee agent workload and ensure the patient management program is efficient and maximized for business performance.
Keep team performance efforts focused on current business goals.
Ensure the team conducts its responsibilities in a professional and courteous manner.
Contribute knowledgeably and productively as part of the managerial team.
Implement and monitor initiatives to improve team and center performance, including identifying efficiency and revenue opportunities.
Oversee training for new representatives assigned to the team and provide refresher training as needed.
Coach team members and conduct disciplinary actions according to policy.
Achieve individual quality and productivity goals in accordance with established objectives.
Manage individual projects and contribute to operational initiatives outside team responsibilities.
Build and maintain referral source relationships.