Manager, Client Srvcs Optigen

Lincare•Jacksonville, FL

10d

About The Position

This employee provides leadership for Account Coordinators in matters relating to customer service. The role is responsible for meeting individual quality and productivity goals, managing individual projects, and contributing to operational initiatives outside the team’s responsibilities. The manager supports referral account management and collaboration with the sales team, oversees agent workload, and helps ensure patient management programs are efficient and support business performance. The position also focuses the team on current business goals, maintains professional and courteous service, and contributes as a member of the managerial team. The manager implements and monitors initiatives to improve team and center performance, including identifying opportunities to improve efficiency and revenue. The role oversees training for new representatives and provides refresher training as needed, while also coaching team members and conducting disciplinary actions according to 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.
Demonstrated history of meeting performance objectives.
Ability to build and maintain referral source relationships.
Proven leadership in coaching and developing effective teams.
Successful completion of all training requirements.
Ability to work independently and be detail-oriented with excellent organization.
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

Two years of inside phone sales or outside sales experience in a supervisor position.

Responsibilities

Provide guidance and leadership to Account Coordinators.
Assist with referral account management and sales team collaboration.
Oversee agent workload and help ensure patient management programs are efficient and maximized for business performance.
Focus the team’s performance efforts on current business goals.
Ensure team members conduct their responsibilities professionally and courteously.
Serve as a knowledgeable and productive part of the managerial team.
Implement and monitor initiatives to enhance team and center performance, including identifying opportunities for efficiency improvement and revenue.
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.
Manage individual projects and contribute to operational initiatives outside team responsibilities.
Achieve individual quality and productivity goals in accordance with established objectives.