To establish and define appropriate processes and metrics for Lincare Call Centers. To ensure KPIâs are established and met each month to provide an excellent Customer Service experience for the customer.
- Identifies processes to provide an excellent customer service experience for the customer
- Develops and implements appropriate training for all positions
- Develops and implements a QA program
- Develop and measure applicable KPIs
- Improve work procedures and expedites workflow
- Ensure that all calls are answered timely resulting in no greater than a 2% abandonment rate
- Outgoing calls are made with minimal time between calls resulting in set collection goals
- All new setups for accounts with patient financial responsibility are called on to ensure all correct insurance information is on file
- Studies and standardizes procedures to improve efficiency of subordinates
- Communicates with subordinates weakness and strengths on a monthly basis
- Provide annual employee evaluations
- Assigns duties and examines work of subordinates for exactness, neatness, and conformance to policies and procedures
- Maintains harmony among workers and resolves grievances
- Takes corrective action when necessary
- Communicates with field personnel, regional billing manager, and team regarding any issues that relate to work performance, paperwork flow, or A/R collections
- Motivate and grow subordinates to move up within the company
SUPERVISORY RESPONSIBILITIES
- Supervise employees in the Customer Pay Call Center.
- Monitor the call volume and waiting times of inbound calls
- Select dialer campaigns for outbound calls
- Hold employees accountable for attendance and performance
- Resolve escalated patient complaints
Requirements :
Qualifications:
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
- Four year degree PREFERRED or two years related experience
- 18 years of age or older
#CSR
Job Type: Full-time
Experience:
- Call Center Management: 1 year (Preferred)
- Process Improvement: 1 year (Preferred)
Education:
- High school or equivalent (Required)
Work Location:
- One location
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Paid time off
- Tuition reimbursement
Schedule:
- Day shift
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