Supv Customer Svc

Advocate Health and Hospitals Corporation • Milwaukee, WI

8d • $31 - $46

About The Position

Supervises and oversees all inbound/outbound contacts with patients, their representatives, physicians, insurance companies and others to ensure quality, productivity, and service expectations are met. Oversees contact types (i.e. calls, email, chat, or correspondence) and documentation to ensure that all appropriate information is obtained, researched, and properly documented to ensure patient expectations are met. Understands and meets state and HIPAA regulations and follows department policies and procedures. Collaborates with the quality team to develop and implement performance standards for contact quality, documentation accuracy, and patient satisfaction. Collaborates with workforce scheduling and contact center operations to develop and implement key performance indicators including abandoned call rates, average speed to answer, and adherence to schedule. Makes changes to the schedule in the absence of workforce scheduling staff. Collaborates with customer service process staff to improve productivity and accuracy of patient contacts and to improve response time to patients' questions. Responsible for reviewing extended payment plan requests, authorization of account balance adjustments, interaction with vendors handling system problems and other transactions. Resolves patient (or internal/external customer) complaints, collaborating with patient contact center leadership when appropriate. Participates in strategic planning and implementation of patient contact center goals. Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations. Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Requirements

• Bachelor's Degree (or equivalent knowledge) in Health Care Administration, or Bachelor's Degree (or equivalent knowledge) in Business or related field.
• Typically requires 3 years of experience in high volume contact center, preferably in healthcare or insurance environment with demonstrated leadership abilities and staff management.
• Excellent interpersonal, problem solving and decision-making skills.
• Excellent written and verbal communication skills.
• Advanced computer skills to include all Microsoft Office applications, call center software, and database applications.
• Demonstrated ability to work with a wide variety of individuals.
• Customer-focused approach.
• Knowledge of health care revenue cycle functions preferred.
• Demonstrate the Advocate Aurora Health purpose, values and behaviors.
• Must have functional vision, touch, speech and hearing.
• Ability to sit at a desk or workstation and use a computer for several hours a day and flexibility to move throughout the entire contact center as needed.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment.
• Occasional travel for training and conferences.

Nice To Haves

• Knowledge of health care revenue cycle functions preferred.

Responsibilities

• Supervises and oversees all inbound/outbound contacts with patients, their representatives, physicians, insurance companies and others to ensure quality, productivity, and service expectations are met.
• Oversees contact types (i.e. calls, email, chat, or correspondence) and documentation to ensure that all appropriate information is obtained, researched, and properly documented to ensure patient expectations are met.
• Understands and meets state and HIPAA regulations and follows department policies and procedures.
• Collaborates with the quality team to develop and implement performance standards for contact quality, documentation accuracy, and patient satisfaction.
• Collaborates with workforce scheduling and contact center operations to develop and implement key performance indicators including abandoned call rates, average speed to answer, and adherence to schedule.
• Makes changes to the schedule in the absence of workforce scheduling staff.
• Collaborates with customer service process staff to improve productivity and accuracy of patient contacts and to improve response time to patients' questions.
• Responsible for reviewing extended payment plan requests, authorization of account balance adjustments, interaction with vendors handling system problems and other transactions.
• Resolves patient (or internal/external customer) complaints, collaborating with patient contact center leadership when appropriate.
• Participates in strategic planning and implementation of patient contact center goals.
• Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale.
• Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees