ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Guide the Company’s correspondence handling teams, assuring they log, research, analyze, and decipher customers’ needs.
• Drive daily/weekly/quarterly unit production goals and quality assurance, including without limitation, managing and reporting on backlogs and availability of resource(s) to accomplish PX team tasks.
• Manage correspondence in priority categories to assure it’s routed properly and completed timely.
• Manage daily audits for timeliness and accuracy. Address discrepancies as needed.
• Oversee and insist upon thorough investigations and handling of complaints and disputes.
• Work closely with your manager to plan, develop, organize, implement, direct, and evaluate goals and activities of assigned departmental unit.
• Maintain a thorough understanding of all tasks your team is assigned to complete.
• Assist with maintaining department standards, KPI’s and reporting for departmental productivity.
• Spot and report trends, patterns or opportunities for improvement particularly as they may relate to unfair, deceptive or abusive acts or practices (UDAAP) when viewed from customer’s perspective.
• Assure team practices and processes are aligned with HIPAA and state privacy and data security laws.
• Assure protocols in place for digitally engaging with customers are included in the customer communications management work.
• Act as a liaison between PX and Operations to assure awareness of priorities and effectiveness of proposed resolutions.
• Assist with the development of scripts and templates to improve the efficiency and consistency of handling customer requests in a respectful and lawful manner.
• Assist in the training, development and mentor PX team and work collaboratively with other PX Team leaders.
• Identify and communicate nonconformities, continuous improvement strategies, and special projects for the PX Team.
• Maintain staffing schedules and assure the schedule is stored in a readily accessible location.
• Participate in and complete the annual review process.
• Make recommendations in hiring, firing, training, advancement, promotion, or any other change of status of department staff within the guidelines of budget and communicated procedures for such change of status events.
• Maintain high levels of cooperation and rapport with team members to promote accurate and efficient operations and service; maintain engagement and presence throughout the department.
• Familiarity with all document imaging activities in the OnBase resource.
• Assist when necessary in gathering information and development and maintenance of reports.
• Enforces Company’s work from home policies and abides by them when working from home.
• Handle additional duties as assigned.

QUALIFICATIONS / EXPERIENCE:

• Must be dependable, reliable and organized. This includes attendance, adhering to work schedules and producing accurate work.
• Proficiency in Microsoft Excel, Word, Power Point and SmartSheet and have the ability to work on a computer network and the FACS system.
• Earn ACA International PCS credential within 6 months after date of hire and maintain in good standing
• Ability to operate automated office equipment including, but not limited to, network laser printers, desktop printers, sophisticated copy machines, facsimile machines and dictating equipment.
• Ability to work independently carrying out the routine tasks and assignments on a scheduled basis with minimal management intervention.
• Respectful of employees’ differences and talents
• Have strong verbal, written, and conflict resolution communication skills.
• High school diploma, GED, or equivalent.
• Post-secondary school education or administrative assistant training helpful.
• Three to five years’ experience in providing administrative and staff support assistance, or comparable experience.

SUPERVISORY RESPONSIBILITIES:

• Patient Engagement Representatives