POSITION SUMMARY:
Collection Floor Supervisor assists Managers, Directors/AVP’s and Division V.P. with oversight of TeamHealth’s internal collection agency.
ESSENTIAL RESPONSIBILITIES:
1. Assist management with oversight of staff in meeting work standards
2. Improve departmental performance
3. Identify, document and report on representative job performance
4. Assure adherence and compliance with all departmental policies and procedures
5. Manage agent compliance, call quality and productivity on continual basis
6. Complete Audit assignments in timely and comprehensive manner
OTHER RESPONSIBILITIES:
1. Perform daily audits of assigned teams for compliance, production and call quality
2. Implement Disciplinary Action as needed with AVP/Manager Approval
3. Learn and help manage dialer speed and productivity using FACS and Artiva Manager
4. Learn how to analyze daily needs/build new work queues and build pools as needed
5. Assist/Create daily and weekly contests and track results as needed
6. Assist in maintaining bi-weekly collector work schedule
7. Assist in tracking schedule changes; PTO days and Long Term Sick/FMLA days
8. Ensure a consistent positive energy exists within the department
9. Assist with managing customer complaint calls
10. Other Duties as assigned by management
POSITION REQUIREMENTS:
Skills
1. Computer literate - Microsoft Office
2. High level math, reading and skills
3. Legible handwriting
4. Excellent verbal communication
Education
1. Minimum High School Diploma or GED
2. Prior training with Microsoft Office (Excel and Word) or equivalent
Experience
1. 1 to 2 years prior supervisory (supervisor or team leader) experience at a call center
2. 5 or more years experience working at a 3rd party healthcare collection agency
3. An equivalent degree of experience in a similar field
WORKING CONDITIONS:
Office environment with computerized collection agency software, dialer system and medical billing systems. Working hours 8:00 A.M. to 5:00 P.M. Shift coverage may include some evenings until 8:00 P.M. and some Saturdays 8:00 A.M. to 12:00 P.M. Occasional overtime as necessary.
