Job Description

THE CALL CENTER MANAGER, BILLING LIAISON, LEADS BYRAM’S BILLING LIAISON TEAM, TO ENSURE ALL INQUIRIES ARE RESPONDED TO EFFICIENTLY AND WITH THE HIGHEST QUALITY, AS EVIDENT BY CONSISTENTLY SURPASSING ESTABLISHED METRICS. A SUCCESSFUL MANAGER WILL ACCOMPLISH THIS BY MANAGING DAY-TO-DAY ACTIVITIES AND PERFORMING CONTINUOUS PROCESS IMPROVEMENT AND TRAINING ACTIVITIES.

DAY TO DAY TASKS

• Ability to resolve escalated inquiries and improve call triage process
• Complete, track, and manage all time management activities in a timely manner
• Reviews daily, weekly, and/or monthly reports to identify and report trends, as well as, improve actions to resolve them
• Address and resolve a wide variety of concerns and complaints from employees and customers
• Provides feedback to leadership team and other stakeholders regarding identified trends
• Works closely with RVP, Revenue Cycle Management to ensure that service levels are consistently maintained
• Tests new enhancements to the Byram computer system.  Part of the Beta Testing Team. (The majority of this testing is done on own time).

LEADERSHIP

• Proven track record of creating and leading high performing call center teams
• Ability to manage work procedures, prepare work schedules, and expedite workflows
• Evaluates operations and makes recommendations regarding short and long-term plans for improving the day-to-day efficiencies and operation of the department
• As interdepartmental workflows are identified, addresses the appropriate department manager to discuss issues and develop solutions.  Once a course of action has been identified, implements the necessary changes into the daily workflow of the department
• Monitors the service levels of the department including; number of lost calls answered within 30 seconds, percent of calls abandoned, etc. and makes staffing level adjustments as appropriate
• Oversees all special and on-going projects including, but not limited to, Retention, Continuity of Care, call monitoring, etc

REQUIRED SKILLS/EXPERIENCE

• Excellent verbal and communication skills
• Experience with high volume in-bound calls
• Must be able to thrive in a fast-paced environment handling multiple demands
• Basic understanding of medical collections, billing and/or medical insurance
• At least 2 years of customer service, call center or pharmacy management experience

Company Description

Byram has been a national leader in the disposable medical supply delivery since 1968. We provide quality supplies, services, and support, specializing in diabetes, ostomy, wound care, urology and incontinence supplies. We also specialize in enteral nutrition products as well. Our wide array of products along with our superior service in a complex healthcare market is why more people are choosing Byram Healthcare for their disposable medical supply needs.