Job Description
Patient Customer Service Supervisor (Call Center)
Manitowoc, WI
In office or Work from Home Available
Job Type Full-time
Description
The Patient Customer Service Team Leader leads a team in building patient and client satisfaction through dedicated contact center service. This leader focuses on individual and team performance, engagement, and development to ensure the evolving needs of the business are met and Americollect’s purpose and values are supported.
Role Responsibilities:
- Builds meaningful partnerships with direct reports, leaders, and organizational groups to facilitate open dialogue and to build trust. Identifies teammate motivation and recognizes positive performance and behavior with individualized approaches. Ability to coach, train, and motivate employees and evaluate their performance. this is key to the position. Openly communicates and develops engaged teammates to build camaraderie. Contributes to engagement initiatives to enhance the teammate experience.
- Leverages reputable resources to identify and address the developmental needs (technical and soft skills) of teammates and the team. Leverages and applies available leadership tools including meaningful1x1s, trainings, mentoring teammates, performance improvement plans, individual development plans, and more to improve performance, confidence, and overall growth.
- May develop and/or facilitate department trainings.
- Meet with other ancillary departments to meet department goals and successful operations.
- Ensures appropriate expectations and goals are established for teammates and makes recommendations to leadership as necessary. Continuously evaluates individual and team performance based upon quality, quantity, cost, and timeliness expectations driven by business need.
- May partner with Compliance to ensure department initiatives align with industry regulations.
- Makes evidence-based recommendations for individuals and the team, leveraging research, reputable resources, and key data points.
- Identifies opportunities to streamline departmental processes and participates in projects by completing assigned project work. May delegate to teammates as appropriate.
- Partners with other functions and departments to execute strategies that streamline processes and optimize the operations of the contact center.
- Interpreting data and running reports as needed to lead to team succession.
- Defines, delegates, and communicates responsibilities to teammates. Identifies and communicates the future resource needs of the team.
- Collaborates with other departments to ensure staffing levels provide sufficient contact center coverage. May provide contact center support in times of increasing volumes utilizing hospital software systems such as EPIC.
- Successfully perform daily responsibilities in a fast paced and changing environment.
- Troubleshoots and diffuses escalated calls.
- Pursue available professional development and leverages other reputable resources to support team and organizational goals. Completes assigned training and learning plans, specifically those that fulfill industry compliance requirements.
- All other duties as assigned.
Requirements
Education:
High School Diploma / GED required.
Two Years of College or associate degree preferred.
Experience:
- 1+ year(s) of experience leading others in a contact center environment or similar relevant experience preferred.
- 1+ year(s) of experience prioritizing workloads preferred.
- 1+ year(s) of experience participating in projects preferred.
Knowledge and Training:
- Knowledge of collections industry, healthcare revenue cycle, medical insurance and billing processes and terminology, and healthcare administration preferred.
- Proficient in Microsoft Office Suite required.
- Proficient in managing a multi-line phone system preferred.
- Proficient in leveraging internal technology platforms preferred.
- Proficient in leveraging client healthcare software preferred.