POSITION SUMMARY:
Reports directly to the Director of Operations. The Customer Accounts Supervisor assists Managers, Directors/AVP’s and Division V.P. with oversight of TeamHealth’s internal collection agency.
ESSENTIAL RESPONSIBILITIES:
- Assist management with oversight of staff in meeting work standards
- Improve departmental performance
- Identify, document and report on representative job performance
- Assure adherence and compliance with all departmental policies and procedures
- Manage agent compliance, call quality and productivity on continual basis
- Complete agent coaching in timely and comprehensive manner
- Documents all activities using appropriate SmartSheet and FACS User Window (4.5.1)
OTHER RESPONSIBILITIES:
- Provide coaching to assigned teams for compliance, production and call quality
- Implement Disciplinary Action as needed with AVP/Manager Approval
- Learn and help manage dialer speed and productivity using FACS and Artiva Manager
- Learn how to analyze daily needs/build new work queues and build pools as needed
- Assist/Create daily and weekly contests and track results as needed
- Assist in maintaining bi-weekly collector work schedule
- Assist in tracking schedule changes; PTO days and Long-Term Sick/FMLA days
- Ensure a consistent positive energy exists within the department
- Assist with managing customer complaint calls
- Other Duties as assigned by management
