CALL CENTER SUPERVISOR - Speedway Office - Carondelet Medical Group
Job Summary: The Billing Office Call Center Supervisor will lead Tenet Physician Resources patient billing and patient collection efforts. By using proven customer service and collection techniques, the Supervisor will develop a team of customer service professionals skilled at resolving difficult patient billing issues while focusing on resolving outstanding patient balances. The Billing Office Call Center Supervisor serves TPRâ��s patients by planning and implementing call center strategies and operations, improving systems and processes and managing staff.
Major responsibilities include:
Implement best practices to increase patient collections to include, Patient Friendly Billing strategies, monitoring patient outstanding receivables, developing and implementing collections and outbound call strategies. Developing and implementing statement vendor strategies to include vendor selection, statement design and dunning cycles.
Optimization of electronic payment strategies â�� implement efficient, cost effective strategies to increase patient payments. Leverage existing technology to maximize patient responsiveness to collection efforts.
Develop technical training procedures and customer service soft skill procedures to include techniques to respond to patient rebuttals for lack of payment.
Monitor call queues ensuring Grade of Service is obtained, and Call statistics are within acceptable bounds â�� Number of calls per rep per day, Average speed of answer, unproductive time, abandoned calls, Average handle time
Essential Functions of the Position:
Monitor calls weekly and provide feedback to Call Center Representatives to assist in improving call effectiveness.
Establish productivity, quality and customer service standards. Ensure all employees follow the companyâ��s best practices for call center management and operations.
Monitor call center queue statistics daily, adjusting capacity plans as necessary.
Monitor collections weekly ensuring collection goals are met.
Implement training programs for technical and soft skills. Monitor each Representativeâ��s completion of the training program, and audit calls to validate implementation of techniques learned.
Must be able to interact independently withal providers and clinical/business staff to conduct business activities in a courteous and professional manner.
Adheres to all HIPPA privacy and security policies and Reports violations and incidents they observe through the proper channels, and cooperates in investigations as requested by management.
High School Diploma or equivalent.
Bachelorâ��s degree in Marketing, Business Communications, Psychology preferred
Manager must demonstrate above average competencies in the following skills:
Customer Focus, Customer Service, Verbal Communication, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing cross functional processes, emphasizing excellence.
5+ years in a call center environment - preferably in a healthcare setting.
Strong attention to detail
Ability to work in a fast-paced, team oriented environment
Requires proficiency in a Windows based computer environment and skill navigating through a typical Practice management and EHR systems â�� Athena or EPIC a plus.
Requires proficiency in Excel, Access and PowerPoint
Ability to work overtime as necessary to meet quotas and guide team
Job: Customer Service
Primary Location: Tucson, Arizona
Facility: Tucson Physician Group Holdings
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.