Role and Responsibilities
Reporting to the Sr. Director of Operations, the core objective is to increase revenue from new and existing clients by implementing strategies to maximize efficiency and monitor production within the department in addition to ensuring the highest level of customer service is provided to all clients. The Director is also responsible for partnering
with the Sr. Director of Operations to implement collection processes, inventory management and solve performance problems. The Director is responsible for maintaining production standards as well as ensuring that daily, weekly and monthly performance and productivity goals are met. This is a non-fee producing position whereby commissions are based upon performance of assigned agent/supervisor goals, group goals, departmental, and company goals.
Duties included:
Lead a team which consists of medical collectors, supervisors, and managers responsible for delivery of industry-leading results to hundreds of medical practice clients.
Lead in a way that inspires high employee engagement and dedication to facilitate great client service.
Assist with establishing policies, workflows and procedures to meet business goals.
Supervise the workflow, development of specific plans and goals and performance of team members, including providing ongoing performance feedback and participating in the annual staff performance evaluation process.
Execute disciplinary actions towards staff regarding policy violations and performance issues
Serves as subject matter expert for collection related functions
Drive service excellence using customer data analytics and root-cause analysis to improve the customer experience.
Drive collections improvement through the strategic use of outbound dialing campaigns, letters, and agent performance.
Exceed contractual-based recovery rate minimums for all applicable clients.
Key Competencies:
Results-Oriented
Ability to coach/train others
Knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word)
Strong written and verbal communication skills
Ability to handle and maintain confidential information
Strong work ethics
Job Requirements:
BA/BS Degree in related field or combination of equivalent education and experience
Minimum of 10 years collection experience preferred
Minimum of 5 years in a management role leading medical collection agents.
Demonstrates the ability to coach, motivate and provide performance feedback to staff
Exceptional communication and leadership skills
Expert knowledge of documentation and reporting tools, including use of Microsoft Office (Word, Excel, etc.)
Demonstrated ability to independently work under aggressive timelines while managing multiple projects in parallel.
Proven ability to analyze reports and documentation
Experience with Latitude and LiveVox preferred.