EO, Patient Account Resolution Supervisor

Recovery Manager

Duties and Responsibilities :

• Manage and oversee assigned subset of Recovery clients to meet client objectives.
• Manage a team of 10+ agents.
• Effectively execute the vision, mission, and objectives of the call center.
• Meet or exceed department key performance indicators (KPIs) to meet assigned clients' objectives.
• Ability to identify knowledge gaps of PAR Specialists and coach PAR Specialists toward improvement.
• Provide effective, timely two-way feedback to motivate high performance and a productive environment.
• Monitor the daily performance of PAR Specialists.
• Monitor and track the time & attendance of direct reports.
• Provide coaching and counseling to include progressive discipline up to and including termination.
• Write and execute performance reviews and IPs as necessary.
• Recommend terminations as appropriate according to policy.
• Facilitate new hire and promotion interviews as well as providing recommendation for advancement.
• Support and develop PAR Specialists to enhance their skills, work performance, and leadership ability.
• Provide escalated call support to PAR Specialists.
• Conduct monthly one-on-ones with team members to identify areas of improvement.
• Conduct annual reviews with team members to evaluate performance and set yearly goals.
• Monitor queue status, ensuring the call center works efficiently and effectively towards metric goals.
• Draft and apply disciplinary actions in collaboration with management and Human Resources.
• Identifies opportunities for improvement in relation to work processes and procedures.
• Manage teamwork flow and performance to meet goals and service level requirements as set by management.
• Evaluate calls via Voizetrail for direct reports.
• Effectively operate dialer phone system with minimal supervision.
• Conduct daily morning huddles for call center on rotational schedule.
• PIR and Incident management to ensure proper timely resolution for patients and clients.
• Assist with new employee training when needed.
• Build and maintain open lines of communication with employees, peers, managers, trainers, QA specialists, Client Services, and other areas of the company to facilitate problem solving.
• Create, update, and maintain procedures as needed.
• Work rotational weekend, on-call inclement weather or after-hours shifts as needed.
• Other tasks as assigned.