AVP, Collections Agency Operations

TeamHealth is proud to be the leading physician practice in the U.S. providing exceptional patient care, together. Newsweek Magazine recognizes TeamHealth ‘as one of the greatest workplaces for diversity and workplaces for women; 2024-2025’.Becker’s Hospital Review names TeamHealth among the top 150 places to work in healthcare. We continue to grow across the U.S. from our Clinicians to Corporate Employees. Join us

OVERVIEW:

The AVP of Operations is responsible for assuring that debt collection and data furnishing activities related to strategic managerial oversight for daily operations of Healthcare Revenue Recovery Group, LLC remain in accordance with the required policies, procedures, and scripting parameters. This role will also collaborate with EIT Solutions Delivery on structure of process improvement. The key activities within the scope of responsibilities include, but are not limited to the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leadership & Operational Oversight: Manages the daily operations of the collection agency, ensuring smooth workflow, adherence to policies, and continuous improvement. Provides direct oversight of the HRRG Director and supervisory team, fostering a collaborative and high-performing environment
• Performance Management & KPI Optimization: Works closely with the VP and Director to establish key performance indicators (KPIs), review agent productivity, and implement strategies that drive efficiency and effectiveness. Provides coaching, feedback, and corrective action to enhance financial performance, production output, and work quality
• Talent Acquisition & Workforce Management: Collaborates with the Recruiting team to maintain proper staffing based on workload and budget constraints. Oversees attendance, schedule changes, PTO, and FMLA requests, ensuring compliance and effective tracking through the Agency Administrative Assistant
• Regulatory Compliance & Policy Adherence: Ensures all collections staff follow federal, state, and company regulations, policies, and work procedures—including updates provided by the PX Department
• Process & Workflow Optimization: Continuously evaluates and recommends changes to agency workflows, including dialer logic, letter series timing, tactics, logic blocks, and automation processes to improve productivity, compliance, and financial returns. Works with EIT Solutions Delivery group to evaluate existing process and enact change

• Supervisory Oversight & Quality Assurance: Ensures timely and accurate completion of audits, call quality monitoring, and agent coaching to maintain high standards. Provides real-time oversight of supervisory tasks, enforcing compliance and driving agent improvement
• Budget Planning & Financial Strategy: Works with the Agency VP to develop and manage annual budget needs, assessing financial priorities and allocating resources effectively.
• Employee Engagement & Performance Recognition: Organizes contests, tracks performance results, and fosters a positive work culture that promotes motivation, collaboration, and professional growth
• Escalated Complaint Management & Customer Relations: Works closely with Compliance and assists with handling and resolving escalated customer complaints, ensuring professionalism and compliance with company policies
• Other Responsibilities: Performs additional duties as assigned by management, contributing to the agency’s overall success and continuous improvement

SUPERVISORY RESPONSIBILITIES:

• Director of Operations and Supervisors

Job Requirements: