EO, Patient Account Resolution Supervisor

Huntsville, AL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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.

Required Experience:

Manager

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 object...

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.